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General Information

PATIENT SURVEY

In our last patient survey, 94% of patients said that our service was either good or excellent. If you would like to see more details of the results of the survey, please email us or ask at reception for a full copy of the report.

LANGUAGES AND TRANSLATORS

If you require the services of a translator to accompany you to your appointment at the practice, please ask at reception when you book your appointment.

PRIMARY CARE TRUST

The practice belongs to Redcar & Cleveland Primary Care Trust. The contact details for this organisation are:

FREEDOM OF INFORMATION ACT

The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how decisions are made.

Should you wish to access information covered by the Act, please contact Mrs Speight, Management Partner.

CONFIDENTIALITY & ACCESS TO RECORDS

All staff in the practice are bound to maintain patient confidentiality. Any proven breach of confidentiality will be treated extremely seriously. Confidentiality also extends to family members; therefore medical information relating to you will not be divulged to a family member without your consent.

Access to medical records

The Data Protection Act 1984 and Access to Health Records Act 1990 give patients the right to see medical records made after November 1991 and any records held about them on computer. Requests are by appointment and may be subject to an administration charge. No information will ever be released without your consent unless we are legally obliged to do so.

Your responsibility to us is:

• To ensure your written consent accompanies any request you have authorized for access to medical information.

COMPUTER SYSTEM

Our computer is used to help both you, the patient, and us by organising repeat prescriptions, screening and recall and appointments systems quickly and efficiently. Our computer system has been regularly updated over recent years.

COMPLAINTS

We operate a practice complaints procedure. If a problem does arise, please ask at reception for a leaflet explaining this procedure or download our complaints form.

We will review and monitor the services we provide to ensure that our commitment to high quality patient care remains constant. Your views are important to us, as is your co-operation in achieving these aims. Positive and negative feedback will help us to judge whether we are meeting these standards. Our Management Partner, Mrs. Speight is always keen to hear your views about the service we offer.

ABUSIVE/VIOLENT BEHAVIOUR

We have a policy of removing from our doctor's list those patients who adopt violent or abusive behaviour towards others.

CHANGING DOCTOR

Patients have the right to register with the doctor of their choice, subject to acceptance by that doctor. If you leave the practice we will return your medical records as soon as they are requested by the Health Authority to pass on to your new doctor.

Your responsibility to us is:

• To try to resolve any problem you may have with the doctor before asking to change.

PATIENTS WITH DISABILITIES

The Green House Surgery is located within Redcar Primary Care Hospital. There are disabled parking bays at the front of the car park, nearest to the building. There is also a "drop off" point directly outside the main entrance. The Practice is on the first floor and can be accessed via a lift. The nearest lift does not allow wheelchair users to turn their wheelchair around in the lift. If the wheelchair user is unaccompanied and unable to look behind them whilst in the chair, there is a larger lift (with adequate turning space) at the rear of the building. All toilet facilities are for both disabled and able-bodied users. Our staff shall be pleased to offer assistance to patients with special needs, please just ask.

NON-DISCRIMINATION

Patients should expect to be treated with respect and courtesy and not to be discriminated against on the grounds of sex, race, colour or creed.

Your responsibilities to us are:

• To afford the same level of courtesy and respect to all members of our practice.
• To recognise that verbal or physical abuse will not be tolerated.

It is our policy to remove patients who adopt threatening behaviour towards staff.

YOUR DETAILS

We will keep an accurate record of your personal contact details.

Your responsibilities to us are:

• To ensure that you keep the practice informed of any change of name, address or telephone number so that hospital mail will reach you at the correct address.