The Patients Charter For England

The Practice fully supports the Patients Charter. Information concerning this can be obtained from the Practice Manager.

Patient Responsibilities

To help the practice provide the best possible service to our patients:

• Notify us if you cannot attend an appointment.

• Arrive promptly for your appointment.

• Notify us if you change your address or telephone number.

• Show consideration to other patients and staff at the surgery.

• Give your health care provider as much information as possible.

• Follow the prescribed and agreed treatment plan.

Complaints And Comments

We welcome comments and suggestions on the services that we provide. Please speak to the Practice Manager. We operate a complaints policy in line with NHS complaints procedure. Should you have a complaint or wish to comment about the service you have received from the Practice this should be made in writing directly to the Practice Manager. We aim to acknowledge your complaint within two working days and to resolve the matter within 10 working days. Complaints concerning the out-of-hours service operated by Thamesdoc should be made directly to West Sussex Primary Care Trust, West Sussex on (01293) 572100.

Freedom Of Information Act

Ifield Medical Practice conforms to the requirements of the Freedom of Information Act 2000. A publication scheme has been produced in accordance with the Act, a copy of which can be obtained by writing to the Practice Manager.

Aggressive Behaviour

It is the aim of Ifield Medical Practice to provide a safe and pleasant environment in which patients and visitors may receive healthcare and staff may carry out their work. A code of conduct is displayed in our surgeries outlining how we expect patients to behave when attending or telephoning the surgery. Any person acting in an unacceptable manner will be dealt with in accordance with the code.
Violent behaviour and verbal abuse will not be tolerated and will result in police prosecution alongside removal from the practice list.

Access To Information And Data Protection Act 1998

Information given to the surgery by patients may be recorded. This may be shared with others in order to provide patient care, and may be used to support clinical audit and other work to monitor the quality of care provided.

Patients have the right to object to information they provide in confidence being disclosed to a third party in a form that identifies them, even if this is someone who might provide essential healthcare.

Patients have the right to see their medical records and where copies of records are requested a fee will be charged in accordance with the Act.
Please contact the Practice Manager for further information.

Confidentiality

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team, it is sometimes necessary that medical information about you is shared between members of the team and other healthcare professionals. Prescriptions and the consultation records are run purely on computer. This enables us to analyse various aspects of health care and to produce an annual practice report.

PATIENT ACCESS AND 'CHOICE'

The Practice is committed to improving patient access to medical services. As part of these improvements we have introduced the following new initiatives

Choose and Book
The Practice is participating in a new NHS initiative which offers patients the right to choose their Hospital or Specialist and to book an appointment directly. Please ask at the Practice for further details.

New Telephone System
A new phone system enables patients' telephone calls to be directed to the most appropriate person, ensuring their call is dealt with speedily and efficiently.

Ringing from Abroad
A different number is required to ring the Practice from abroad.
Ifield International No: 0870 066 1903 Crow Place International No: 0870 066 5384

Appointments
Appointments are available Monday to Friday with doctors and practice nurses and are at varying times throughout the day to offer flexibility of access to patients.

Appointments can now be CANCELLED 24 hours per day by leaving a message on the Surgery telephone number.

Self Check-in
A patient self-check in service is installed at the Ifield Surgery to minimise queuing at the reception desk.