PATIENTS’ RIGHTS AND RESPONSIBILITIES
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
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 (and our responsibilities as service providers). These cover how patients access health services, the quality of care you will receive, the treatments and programmes available to you, confidentiality, information and your right to complain if things go wrong. The Constitution also sets out your responsibilities as a patient.
At Bath Row Medical Practice, we reflect the principles of the NHS Constitution in the following ways.
What You Can Expect From Us
1. We will do our best to give you access to a GP you trust:
a) We aim to run an appointment system that meets the requirements of the majority of our patients within the resources available to us and will review this at regular intervals
b) We will try to offer appointments at a range of times, including some e for those registered patients who cannot come to the Practice in working hours.
c) We will provide you with a choice of GPs wherever possible.
d) We will ensure that our facilities are accessible to disabled bodied as well as able-bodied patients and will provide home visits for those who are unable to attend the surgery
e) We will engage interpreter services for those who need them for their appointment with a doctor of nurse.
2. We aim to provide the highest quality of care that we can:
a) We will ensure that our doctors and nurses are fully trained and up to date in their knowledge.
b) We will ensure that all our staff have opportunities to improve and update their knowledge and skills.
c) We will provide clinical staff members with opportunities to learn about and share information concerning the latest nationally approved treatments, drugs and programmes
d) We will work with local experts to ensure that the drugs we provide are safe and cost-effective.
3. We will ensure that the environment at the Practice is clean at all times:
a) We will monitor standards of cleanliness in those parts of Attwood Green health centre that we, as a Practice, occupy.
b) We will follow best practice guidance to minimise the risk of infection for staff and patients alike.
4. We aim to treat all patients with respect and dignity:
a) We will maintain your confidentiality as a patient sad will not divulge information about you to others without your consent.
b) We will ensure that we give you appropriate information to enable you to make informed choices about your care
c) We will not undertake any procedures or referrals without your consent.
5. We will give you opportunities to be involved in your healthcare:
a) We will ask your views and opinions and give you information about alternative treatments available to you.
b) We will invite your views on the way the Practice runs – any registered patients has the opportunity to join our Patient Reference Group, which works with us to monitor and improve the way we work.
6. We will give you opportunities to feedback to us on how your care has been delivered:
a) We welcome suggestions, compliments and complaints as we can learn from any and all of these.
b) If things go wrong, we will be open and honest about our investigations to ex plain what went wrong, to apologise and to show you what we are doing to make sure the same mistake does not happen again.
What We Expect From You
1. We are here to help you keep fit and healthy, to help prevent you becoming ill and to look after you when you are sick but you need to be an active partner in this. We ask you to think about the choices you are making that may affect your long term health. We will always provide information to help you make these choices.
2. If you make an appointment to see one of our doctors or nurses do keep your appointment or cancel it. By simply not turning up you waste valuable NHS resources and stop another patient seeing the doctor. Each month, up to 200 patients fail to attend a booked appointment at Bath Row Medical Practice – that’s 200 wasted appointments at a cost of approximately £4,000! Please note that if you consistently waste appointments by failing to turn up we will ask you to register somewhere else.
3. Please work with us. Our systems are designed for your safety and to enable everyone to access services when they are needed.
a) Do not leave it until the last minute to order repeat prescriptions – allow 48 hours and your prescription request will be turned around safely and efficiently.
b) If you are unable to come to the surgery and need a home visit, please telephone before 10.30 am.
c) Do not wait until late on Friday afternoon before deciding you need an urgent medical opinion for a problem.
d) Please tell us if you move or change your phone number so that we can keep your health record up to date.
e) Book your travel immunisations in plenty of time before you travel.
f) Do remember to arrive on time for your appointment –the doctor may be delayed by a patient before you needing more than their allocated appointment time, but s/he will do his/her best to work to time and if you arrive late you may miss your ‘slot’ and have to re-book.
4. Please treat all our staff with respect. We will do the best we can to meet your health need with the resources available at that time but sometimes we cannot do exactly what you want when you want it or offer an individual service. Please do not shout at or abuse our staff – we work under the NHS ‘Zero Tolerance’ Policy and incidences of abuse or inappropriate behaviour may result in our asking you to register with another GP.
5. If we get something wrong do tell us in an appropriate way. Our clinical team try their hardest to provide you with up to date, quality health care and our administration team aim to provide a friendly and efficient service at all times. However, we are human and we often work under great pressure so things don’t always go as smoothly as you and we might hope. Please don’t just grumble or wait until things are so bad that you need to make a formal complaint – there are plenty of ways you can tell us about your experiences so that we can learn from them and put things right for you. We have a Suggestions Box in our Reception area and if you wish to speak to someone our Patient Services Manager (Steven Elliott) will be pleased to speak with you. If he is not immediately available he will be pleased to contact you by telephone as soon as possible if you leave a contact number.
6. Do let us know when we do things especially well! Everybody responds to compliments and it makes us feel good when we know we have been able to help you and you are pleased. There are compliment forms in Reception or you can log on to the NHS Choices website to compliment us for all to see.
7. Would you be interested in helping to shape local health services? We have a Patient Panel that meets monthly. The Panel acts as a voice for our patients, giving us feedback and advice on local and national ideas and plans for health service developments. We are especially keen to have some younger people on our Panel and for the views of our student patients to be represented. If you think you might be interested, please phone the Practice, look at our website or drop in and ask for details at Reception.