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Patient Charter


At the Glebe Practice we aim to treat all of our patients promptly, courteously and in complete confidence.


Patient Confidentiality

We respect your right to privacy and keep all health and personal information confidential and secure while it is in our care. It is important that the NHS keeps accurate and up to date records so that those treating you can offer the best possible care and advice. This information is only available to those involved in the delivery of your care. We do not divulge information to anyone not involved in your care without your written consent. Further information about the NHS Confidentiality Code of Practice can be obtained from The Department of Health at www.dh.gov.uk.


Access to Health Records

You have the right to know the information we hold about you. If you would like to access your records please contact the administration team at Saxilby and they will make arrangements for you. Patients have a right of access to health information about themselves. Guidance has been produced on the processes to access both living and deceased patient information. Access to the health records of living patients is governed by the Data Protection Act 1998 and access to the health records of a deceased person is governed by the Access to Health Records Act 1990. Further information can be obtained from The Department of Health at www.dh.gov.uk.


Any information we hold about you is protected under the Data Protection Act 1998.


Patients with Special Needs

Each of our surgeries is accessible to those using a wheelchair. We also have parking spaces reserved for patients displaying a disabled parking badge. The practice has its own wheelchair available for your use at Saxilby.


Baby changing facilities can be found in the patient toilets in reception at Saxilby.


Hearing loops are installed at both sites.


Zero Tolerance

We aim to treat patients courteously at all times and expect patients to treat our staff in the same respectful way. While we appreciate that you may not feel your best when contacting the surgery, we take seriously any threatening, abusive or violent behaviour towards our staff or other patients. Usually we will advise people of inappropriate behaviour. If the behaviour is excessive or continues we may exercise our right to take action and have that patient removed from our list.


Complaints

The Glebe Practice aims to provide a friendly and professional service to all of our patients. If however you have any concerns about any aspect of our service please let us know. Complaints should be addressed to our Practice Manager. In the majority of cases, concerns will be resolved quickly and efficiently. If you feel your issues have not been dealt with, you can visit the NHS Complaints Advocacy Service website, POhWER at http://www.pohwer.net/our-services/nhs-complaints-advocacy.