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Practice Policies

Confidentiality

The Practice will be visited by the PCT in the interests of probity and use of public funds.  Part of this might require an examination of patient records.  These will be anonomised where possible but occasionally this may not be the case. 

The PCT employee in doing so would have signed a strict confidentiality clause before undertaking these visits.

Should you object to your medical records being used in this way, please inform the Practice Manager Emma-Clare Rockall.

Freedom of Information

Forest Gate Surgery Publication Scheme

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Simply contact the Practice Manager Emma-Clare Rockall and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Complaints Leaflet

Patient Rights

  • You have the right to be registered with a GP.
  • You have the right to change your GP.
  • You have the right to receive information about the services your GP provides and to see on request a copy of your GP's practice leaflet, which sets out this information.
  • You have the right to be offered a health check when you join a GP practice for the first time
  • You have the right to request a health check if you are between 16 and 74 and have not seen your GP in the last three years
  • You have the right to request a health check once a year in your GP's surgery if you are 75 or over.
  • You have the right to be prescribed appropriate drugs and medicines. If you fall within certain categories including being a pensioner, a person aged 60 or over, a child under 16 or under 19 in full time education, a pregnant or nursing mother, suffering from one of a number of specified individual conditions, or on income support or family credit, you have a right to get your medicines free.
  • You have the right to see your health records subject of limitations in law
  • You have the right to be treated as an individual and with courtesy and respect at all times, regardless of ethnic origin, religious beliefs or the nature of you health problems.
  • You have the right to confidentiality
  • You have the right to make suggestions or complain about the care and the services we offer without jeopardising your care.
  • Your right to a home visit will be dependant on clinical judgment at the time.

 

Patient Responsibilities

  • If you are unable to attend an appointment please let us know in good time.
  • You are responsible for the health of yourself and your children
  • Please ensure your personal details are up to date. Let us know if you have had a change of mobile number/address/landline/name.
  • Please treat our staff with courtesy and respect.
  • We will not tolerate verbal/physical violence.
  • We have a zero tolerance approach to abusive patients. Patients who abuse the practice physically, verbally or by unreasonable demands will be ejected.
  • Please remember that appointment slots are for one person only.
  • Appointments are booked at 10 minute intervals, please be considerate in the use of the doctors time.

 

Surgery Responsibilities

  • To treat all patients equally and with courtesy and respect
  • To maintain patient confidentiality
  • To arrange home visits when appropriate
  • To notify patients of any changes in the day to day running of the surgery via our Website/Facebook/Twitter/Patient leaflet/Newsletter
  • To ensure all staff have undergone appropriate training for their job role
  • To refer patients to a consultant/specialist when deemed necessary by the GP.
  • We try to answer telephone called as promptly as we can although there can be delays during peak times
  • To ensure contact details for other health services are up to date and readily available i.e Health Visitors, District nurses etc


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