Douglas Grove Surgery

The practice supports the Governments NHS zero tolerance zone campaign. GP’s and their staff have to right to care for others without fear of being attacked or abused, both physically or verbally. We ask you to treat the staff with courtesy and consideration.

Violent or abusive patients

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive they will be warned to stop their behaviour. If they persist we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

We operate a zero tolerance zone. If a patient is violent or abusive to staff or other person present on the practice premises, the police will be called.

Code of conduct

Occasionally things do not go as smoothly as we would like. This is often due to matters beyond our control, such as emergencies. We operate a Practice Complaint Procedure, and if you have any grievances contact the Practice Manager who will try to assist in your complaint. The complaints procedure will ensure all complaints are dealt with swiftly and fairly, hopefully to your satisfaction.

Confidentiality

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment, so that those treating you can provide the best possible care. We have a fully computerised medical record system which means information about your health care is held on a secure serve. You have the right to know what information we hold about you. Please ask the practice manager if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter. NHS Connecting for Health is currently developing the National Care Records Service, which will create a Summary Care Record (SCR) for each individual patient (by 2011), to be held centrally. At this pilot stage the record is limited to current medication, known allergies and adverse reactions. Eventually the aim is to enable healthcare staff jointly involved in your care, such as your GP and your hospital consultant, to easily access and share information through this national record. You have the right to withdraw your consent to information being shared.