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THE
HOLLIES CHARTER
What
We Will Do For You
•
Treat you with courtesy and respect at all times.
• Give you full
information on the services we offer.
• Give you the most appropriate
care by suitably qualified staff.
• Provide you with emergency care
when you need it.
• Refer you for a second opinion when you and your
GP agree it is needed.
• Give you access to your health records,
subject to any limitations in the law.
• Keep the contents of your
health record confidential.
• Give you a full and prompt reply to
any complaints you make about our services.
What
You Can Do For Us
•
Treat us with courtesy and respect at all times.
• Tell us if you
are unsure about the treatment we are offering you.
• Use the emergency
service only in a genuine medical emergency.
• Ask us for a night
visit only when medically urgent.
• Ask for a home visit only when
the patient is unable to attend the surgery through illness or infirmity.
• Keep your appointments and let us know as early as possible if you are
unable to.
• Let us know when you change your name or address.
• Tell us about any complaints or misunderstandings as soon as possible to
allow us to deal with them.
• Let us know when we have done well.
YOUR
COMMENTS AND COMPLAINTS
We are proud of the service we provide and strive to make the best use of the
available resources, but are pleased to receive your comments.
If you have
any complaint about any aspect of the service we provide at the surgery please
put it in writing to the practice manager who is responsible for dealing with
these matters. Our complaints procedure is in line with the national criteria.
We also carry out an annual patient survey via questionnaires.
PATIENT PARTICIPATION GROUP
Our PPG meets around four times each year to discuss developments from the practice and to offer patients an opportunity to raise any matters which could help to improve the service we provide. If you would like to be a member of our PPG please give your details (including an e-mail address if available) to a receptionist.
OUR
COMPUTER SYSTEM
We
are registered under the Data Protection Act.
Your medical information
is kept completely confidential and it is not possible for outside agencies to
access our computer data. If you would like a copy of all your computer records
please enquire at reception. There is a standard fee payable.
This practice,
from time to time, supplies anonymous medical information for research purposes.
Individual patients cannot be identified in this process.
You may occasionally
be invited to join a clinical study. There is no obligation for you to take part,
and no study would take place without your fully informed consent and written
agreement.
Withdrawing from a study would not prejudice your future care.
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