Confidentiality
It is helpful to other clinical members of the Primary Health Care Team (such as District Nurses and Health Visitors) to have access to your records during consultations. If you are not happy with this arrangement please tell the reception staff when you make an appointment to see a member of the Primary Health Care Team.
Repeat Prescriptions
NO TELEPHONE REQUESTS are accepted for prescriptions. To prevent mistakes, please bring in your computer slip or send a stamped addressed envelope, allowing two working days before collection. Please do not book an appointment purely for a repeat prescription unless you need to see the doctor for a check up. Most prescriptions are issued on a two monthly basis and checked by the doctor before being issued. The doctor will request patients to make an appointment if their medication needs to be altered or assessed.
Patient Registration
New Patients
- The Practice accepts new patients from within a designated Practice area.
- Patients are advised they can register with any of the Doctors, but there will be occasions when we won't be able to offer an appointment within 48/24hour if they wish to see a particular Doctor.
- Patients can now register with this Practice online, you will need to fill in a form and it gets sent to the Practice via a secure link.
Existing Patients
- Patients who live outside the Practice area are encouraged to re-register with a Practice close to their home address.
Temporary Residents
If a visitor to your home needs to see a doctor, you may make arrangements for them to be seen at the Practice on a temporary basis for a maximum of three months. Anyone staying longer than three months should register with a doctor.
Zero Tolerance Policy
The NHS has a ‘Zero Tolerance to Violence’ policy that means we can refuse service to anyone who is violent or is perceived as threatening violence to any member of staff. We can refuse the service on that occasion or can request that patients are removed from the Practice list. Plymouth Primary Care Trust provides a dedicated primary care service for patients who are removed from the Practice lists because of violent behaviour. Details of this service will be provided by Devon Patient and Practitioner Service Agency to any patient who is removed from the list due to violent behaviour.
Complaints
The Practice welcomes constructive comments regarding its provision of a comprehensive and efficient service. However, we recognise that there may be occasions when you need to complain, or raise a concern. The Practice operates a complaints procedure and in order that we may speedily resolve a problem please contact the Practice Manager on 01752 791438.
If you remain dissatisfied with the response to your complaint you can approach the Ombudsman.
Telephone: 0345 0154033 or write to them at:
The Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP
You may also approach PALS for help or advice; The Patient Advice and Liaison Service (PALS) is based at Plymouth PCT and provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide. They guide you though the different services available from the NHS. PALS Tel: 01752 435204 Complaint Advocacy Service (ICAS) Tel: 0845 1203782
Patient Notice
Access to Medical Records and Data Protection Act Information
We ask you for information so that you can receive proper care and treatment.
We keep this information, together with details of your care, because it may be needed if we see you again.
We may use some of this information for other reasons: for example, to help us protect the health of the public generally and to help ensure the NHS runs efficiently, is able to plan for the future, train its staff and account for its actions.
Information may also be needed to help educate tomorrow's clinical staff and to carry out medical, and other, health research for the benefit of everyone.
Sometimes the law requires us to pass on information; for example, to notify a birth.
The NHS Central Register for England and Wales contains basic personal details of all patients registered with a General Practitioner. The Register does not contain any clinical information.
You have a right to access to your own health records.
Everyone working for the NHS has a legal duty to keep information about you confidential.
You may be receiving care from other people as well as the NHS. So that we can all work together, for your benefit, we may need to share some information about you.
We only ever use, or pass on information about you if people have a genuine need for it and it is in everyone's interests. The sharing of some types of very sensitive, personal, information is strictly controlled by law.
Anyone who receives information from us is also under a legal duty to keep it confidential.
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