Total confidentiality between doctor and patient is maintained at all times. NO information can or will be given to anyone e.g. the University, your tutor, your parents, partner/friend unless you request it and give your permission.
Here to listen, not to tell.
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.
We are committed to giving you the best possible service.
The Department of Health and local Family Health Authority have issued Patients’ Charters to all citizens - explaining your rights to receive optimum health care from your GP.
The NHS Constitution has been created to protect the NHS and make sure it will always do the things it was set up to do in 1948 – to provide high-quality healthcare that’s free and for everyone.
Please download the NHS Constitution document and get more information about your rights as an NHS patient.
The NHS Constituion.pdf
No government can change the Constitution without the full involvement of staff, patients and the public. The Constitution is a promise that the NHS will always be there for you.
What is the NHS Constitution?
For the first time in the history of the NHS, the constitution brings together in one place details of what staff, patients and the public can expect from the National Health Service. It also explains what you can do to help support the NHS, help it work effectively, and help ensure that its resources are used responsibly.
The Constitution sets out your rights as an NHS patient. These rights cover how patients access health services, the quality of care you’ll receive, the treatments and programmes available to you, confidentiality, information and your right to complain if things go wrong.
Rights and pledges
One of the primary aims of the Constitution is to set out clearly what patients, the public and staff can expect from the NHS and what the NHS expects from them in return.
Appointment time is a very valuable resource of the practice and if a patient books an appointment and subsequently then fails to attend they are denying another patient the opportunity to see that particular clinician.
If you are unable to attend an appointment which you have booked you should ALWAYS cancel that appointment by contacting the Health Centre on 01484 430386. Please ensure you have this number in your phone so you can ring us from wherever you are.
PLEASE give us as much notice as possible. If you do then somebody else who needs to see the clinician the same day will have the opportunity to book an appointment. Next time that patient may be YOU.
Failure to do so will result in you receiving a letter from us and repeat offences will be taken very seriously and may result in you being removed from the practice List.
Car Parking Policy
Car parking at the Health Centre is limited and we cannot, therefore, guarantee parking for all patients.
If you are disabled and the disabled bays are not available please give us a ring on 01484 430386 and a member of the team will come out to assist you.
We are now operating an Automatic Number Plate Recognition camera controlled car park management system. It is very important that you put your car registration details into the terminal on the reception desk which will entitle you up to one hour free car parking whilst in the Heath Centre only.
We do have an agreement in place for a company to issue a parking fine to anyone who parks in the car park without an appointment at the Health Centre.
We are unable to rescind any car parking tickets issued. If you will be at the Health Centre for more than 1 hour please inform reception.
Thank you for your co-operation.
Zero Tolerance Policy
A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the NHS.
The doctors, nurses and staff in this practice have the right to do their work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right.
At no time will any such behaviour be tolerated in this practice.
If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.
The University Health Centre also reserves the right to remove any patient seen to be making abusive or defamatory remarks on any social networking site
Please be aware that by posting online anything that can be construed as slanderous will be treated as abuse and appropriate action will be taken by the Practice.
Please help us to help you.
The purpose of call recording is to provide a record of incoming and outgoing calls which can:
Identify practice staff training needs:
Protect practice staff from nuisance or abusive calls
Establish facts relating to incoming/outgoing calls made (e.g. complaints)
Identify any issues in practice processes with a view to improving them
The purpose of this policy is to ensure that call recording is managed in line with DPA & Data Retention requirements. This will generally involve the recording of telephone conversations which is subject to the Telecommunications Act 1984.
The practice will make every reasonable effort to advise callers that their call may be recorded and for what purpose the recording may be used. This will normally be via a pre-recorded message within the telephone system. The voice file may be stored within the clinical system or within the telephone system to which the same rules of confidentiality will apply. Where a patient requests to listen to a recording then this should be allowed within the general provisional of data subject access under the Data Protection Act.
The Data Protection Act allows access to information that is held about them and their personal data. This includes recorded telephone calls. Recordings should be stored in such a way that will enable easy access to the information relating to one or more individuals.
Requests for copies of telephone conversations can be made under the Data Protection Act as a “Subject Access Request”. This must be done in writing and after assessing whether the information can be released, the requester can be invited to the practice premises to hear the recording.
If there is a request from an external body relating to the detection or prevention of a crime (e.g. police), then requests for information should be directed to Dr Rasakumaran who is the Practice Data Controller to carry out the request for the recording.
The calls will be stored for a maximum of one year within the call recording system. Individual calls may be stored for longer if they are part of a complaint, significant event or subject access request.
Please click here for our Practice Handbook.