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Stack Garth | Brandon | Durham | DH7 8SJ | telephone 0191 378 2099

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Code of Conduct

 

Your Local Clinical Commissioning Group

The area served by Brandon Lane Surgery is in the district covered by North Durham Clinical Commissioning Group.
www.northdurhamccg.nhs.uk

Change of Personal Details

If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records.
Please ask at reception for a 'Change of Details' form.

If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

Freedom of Information

The Surgery conforms to the requirements of the Freedom of Information Act 2000.  We have produced a publication scheme in accordance with the Act, a copy of which is available from reception.

Data Protection

The Practice fully complies with the Data Protection Act 1998.  Under the Act patients have a right to be informed whether personal data about them is being processed and have the right of access to the data. Patients can review the data processed and formal applications for access should be made in writing to the Practice Manager.  A fee may be charged for this.  

Copying Letters to Patients

It is Practice policy to make copies of any referral letters sent to specialists available to the patients.  If you would like a copy of a referral letter please speak to your Doctor.

 

 

 

 

 

Code of Conduct

Suggestions and Criticism

Occasionally things do not go as smoothly as we would like.  This is often due to matters beyond our control, such as emergencies.

Whilst we try to provide a good service, we recognise there is always room for improvement!  If you feel you have anything to say to help us achieve this, we have a suggestion box on display in reception in which you can place your comments.

We also offer a Patient Complaints Procedure to deal with comments, suggestions and complaints about the service we provide.  Please address any comments or complaints to our Practice Manager, Karen Wood. 

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

The Independent Complaints Advocacy may also be able to provide advice if you have a complaint about a hospital, General Practice, dentist, pharmacist, optician or NHS funded care home.

Their contact details 9am – 5pm Monday – Friday are:
Email: ica@carersfederation.co.uk
Tel: 08088023000
Address:
North East HAS ICA
Aidan House
Sunderland Road
Gateshead  NE8 3HU

Zero Tolerance to abusive behaviour

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.  

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff.  The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress.  It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.  

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.

Patient Charter

We aim to provide the best possible service to our patients and hope you feel that we achieve this aim.  The care of your health is a partnership between yourself and the Primary Care Health Team.  The success of that partnership depends on an understanding of each other’s needs.

Our responsibility to you:

  • You will be greeted courteously
  • You have a right to confidentiality
  • You have the right to see your medical records subject to the limitations of the law
  • You will be seen the same day if your medical need is urgent
  • You will be seen by the Doctor of your choice wherever possible
  • You will be informed if there will be a delay of more than 20 minutes for your appointment
  • You will be referred to a consultant when your GP feels it necessary
  • You will be given the result of any test or investigation on request.
  • Your repeat prescription will be ready for collection within 48 hours of your request
  • Your suggestions and comments about the service we offer will be considered sympathetically and any complaint dealt with quickly  

Your responsibility to us:

  • Please treat all Surgery Staff with respect
  • Do not ask for information about anyone other than yourself
  • Tell us of any change of name or address so that our records are accurate
  • Only request an urgent appointment or home visit if appropriate
  • Please cancel your appointment if you are unable to attend
  • Please be punctual, but be prepared to wait if your consultation is delayed by an unexpected emergency
  • Use the tear off slip to request a repeat prescription and attend for review when asked
  • Please let us know when you feel that we have not met our responsibility to you but please give praise when it is due

Confidentiality

Keeping your records CONFIDENTIAL

We respect your right to privacy and keep all information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from District Nurses and Hospital Services
  • To help you get other services e.g. from the Social Work Department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases. Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for Diabetic Care.

Reception and Administration Staff require access to your medical records in order to do their work. These members of staff are bound by the same rules of confidentiality as the medical staff.

You have a right to know what information we hold about you. If you would like to see your records, please contact reception.

Our guiding principal is that we are holding your records in strict confidence.  

Your Medical Records

How Your Records Are Used To Help Us

As you know, your Doctor and the team of Health Professionals caring for you keep records about your health and the care you receive from the National Health Service.  These are important to help ensure that you receive the best possible care from us.  

Your records are use in the following ways to guide and administer the care you receive:

  • To ensure that your Doctor or Nurse has accurate and up to date information to assess your health and decide what care you need when you visit in the future.
  • To ensure that full information is available should you see another Doctor or be referred to a Specialist or another part of the NHS.
  • To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive.
  • To ensure that your concerns can be properly investigated if you need to complain.    

Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done.  

Whilst always preserving confidentiality, your records can also help us to help you by:  

  • Assisting with the teaching and training of Health Care Professionals (you choose whether or not to be involved).
  • Assisting with health research (if you need to be personally involved with the research you will be contacted and asked whether you are willing to participate.  You will not be identified without your agreement).