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Practice Policies

Access for the Disabled

disabled_parking_signWheelchair access to East Cowes Health Centre is through the main entrance. There is a dropping off point outside, but patients are asked to use one of the parking bays in the main car park if they intend to stay for more than a few minutes. A disabled toilet is available in the foyer and there is a call system if you require help.

If you have difficulty accessing any part of the building or require help, please speak to one of the reception staff. A wheelchair is available at reception.  There is a designated disabled parking space in the car park.

Access to Medical Records

blue_folder_lockPatients have a right to request access to their medical records. We ask that patients put requests in writing to their own doctor.  It is important to identify the purpose of your request and the records that you wish to view. A fee of £10.00 is normally charged for access. Photocopies of records are charged at 35p per sheet. A maximum fee of £50.00 may be charged to provide copies of all records.

Chaperones / Intimate Examinations

You are entitled to ask for a chaperone to be present during intimate examinations; usually this will be one of the Practice Nurses.

Freedom of Information Act

The Freedom of Information Act became law on the 30th November 2000. This Practice conforms to the requirements of the Freedom of Information Act 2000, and has produced a publication scheme in accordance with the Act.  A copy of the Act is available on the Freedom of Information Act website: www.foi.nhs.uk

How the Practice uses Personal Health Information

We may ask you for personal information to confirm your identity and to ensure we do not provide confidential information about you to others .  It is important that we ensure personal information, name, address and telephone contact details are updated and maintained to ensure we provide appropriate care and treatment. Personal health information is stored electronically and in hard copy when you register with the Practice and copies of your medical record are requested from your previous GP Practice. On receipt of these records they will be summarised and used to provide ongoing care and treatment to you.  Your personal health record is confidential and is not disclosed without your consent

The NHS Register for England & Wales contains basic personal information of all patients who are registered with a General Practitioner. The Register does not contain clinical information. You have a right to request access to your health records. Everyone working for the NHS has a legal duty to keep information about you confidential. You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you. We only ever pass on information if people have a genuine need for it, in your and everyone’s interest.

Whenever we can, we shall remove details that identify you. The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential.

If you wish to discuss matters privately away from the reception desk, please tell the reception staff and we will find a private room to address your concerns.

Smoking & the Use of Mobile Phones

Neither smoking nor the use of mobile telephones is permitted within the building.

Violent / Abusive Patients

This Practice has a zero tolerance policy with regards to violent or abusive patients. If an incident occurs, the Practice will telephone the Police and that patient may be removed from the Practice list.

Our Commitment to You

  • You will be treated as an individual and will be given courtesy and respect at all times.
  • Your Religious and cultural beliefs will be respected.
  • You have the right to be treated confidentially.
  • Home visits will be made by a doctor if you are not well enough to attend the surgery.

Patient Responsibilities

  • We ask that you treat the doctors and all staff with courtesy and respect. Violent, abusive or threatening behaviour will not be tolerated.
  • Please avoid non-urgent phone calls before 10.00am as the Practice can be extremely busy.
  • You are responsible for your own health and that of your children. Please take the advice and medicines that are prescribed correctly.
  • Please remember to keep an appointment. If you know that you no longer require or are unable to keep an appointment, please contact the Practice as soon as possible.

Comments and Suggestions

good_ratingsWe are happy to accept and consider comments and suggestions about how we may improve the service that we provide. Patients should either write or speak to the Practice Manager.

Complaints

We always try to provide the best service possible, but there may be times when you feel that this has not happened. The practice complaints procedure is intended to address matters swiftly and to correct mistakes as soon as possible.  If you are dissatisfied about an aspect of our service, please speak or write to the Practice Manager, who will advise you further. You should understand that the NHS complaints procedure is not able to deal with questions of legal liability or matters of compensation.

Alternatively, if you prefer, you can contact the Isle of Wight Primary Care Trust on 01983 535403 and they will be able to advise you further.

 



 
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