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 Harmoni should be made directly to West Sussex Primary Care Trust on (01293) 600300.

Patient Participation Group

The practice has an active group which liaises with the practice on planning new services, providing information on healthcare, involvement in patient surveys, and providing a communication link between the practice and the public. New members are welcome. Please contact the Practice Manager for details.

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 / Confidentiality

We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us on any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs.
From time to time information may be shared with others involved in your care or those people who need to know in the course of an individual's care, for administration or for improving services.

Anyone with access to your records is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law, to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues In other circumstances you may be required to give written consent before information is released (such as medical reports for insurance, solicitors, etc.)

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.

Information will not be disclosed to family, friends or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish.
Please ask at reception if you would like further details.
An Appointment will be required.
In some circumstances a fee may be payable.

Summary Care Record

The NHS proposes to introduce a shared care record enabling medical agencies to access and share information, if clinically necessary.
Patients are able to opt out of this scheme and further details can be obtained from the Practice Manager.

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.

NHS Choices

The Department of Health has developed a website which offers a wealth of information to the public on health-related subjects.
Within this, there is the ability to access information about your surgery, including information collated from patient surveys.
The website is www.nhs.choices.uk

Help Us to Help You

Every year we invite a representative sample of patients to complete a patient survey questionnaire.
The survey includes questions on your consultation with your doctor or nurse, access to services etc, and invites your suggestions on how we cam improve out patient services.

In addition, the NHS may also commission additional surveys relating specifically to patient choice and access to the surgery and hospital.

Your co-operation in completing these surveys is much appreciated.

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 participates in this NHS initiative which offers patients the right to choose their Hospital or Specialist and to book an appointment directly. If you require a referral to hospital, this will be discussed with you in more detail by your GP.

Telephone System
Our 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: +44870 066 1903
Crow Place International No: +44870 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.