| Suggestions/Complaints
We constantly strive to offer the
best possible care and service to all our patients. Should you have any suggestions
please inform one of the staff at reception or ask to speak with the practice
manager.
Inappropriate
Behaviour
The practice operates a policy of
zero tolerance towards patients who abuse our staff either verbally or physically.
Any person exhibiting such behaviour will be asked to leave the premises and may
be removed from the practice list.
Patient Removal From The Practice List
There are several reasons why a patient
may be removed from our practice list. In any such case it is our policy that:
a)
the patient will be informed in writing and provided with an explanation of the
reason for removal;
b) the practice will remain responsible for the patient's
medical care for a maximum of seven days after the date of removal from the list.
Freedom of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.
Medical Records
Your medical records are completely
confidential and information from them will not be given to anyone without your
permission. It is strict policy of the practice that all staff comply with the
rules of confidentiality set out in the Freedom of Information Act 2000. Details
of the information we hold are available on request for a small charge.
Subject
to legal limitations you have the right to see your own health records and any
such request should be addressed to the practice manager. You will be asked to
pay an administrative charge.
We make extensive use of computers to record
administrative and clinical information about our patients. The practice is registered
under the Data Protection Act 1988. On request, you have the right to see your
computerised data. Such a request must be made in writing and requires payment
of the prescribed fee in force at the time.
Practice Patient Survey
On an annual basis we undertake a
sample survey of patients to obtain their views on the services provided by the
practice. This survey information is collated and presented at a meeting of the
practice team. Possible areas for improvement are highlighted and action plans
agreed for implementation. We appreciate patient participation in these surveys
and value your constructive opinions.
Practice Complaints Procedure
Our aim is to give you the highest
possible standard of service. However, if you feel dissatisfied with the service
you have received, the practice operates a procedure to try and resolve any complaint
you may have. It works like this:
1) Tell the person you are dealing with
that you are not satisfied so that, if possible, the problem can be sorted out
straight away.
2) If your problem cannot be sorted out straight away, please
write to the practice manager detailing the precise details of your complaint
as soon as possible thereafter.
3) The time limits for making a complaint
are:
(a) within six months of the event, or
(b) within six months
of becoming aware that you have cause for complaint provided this is not more
than twelve months after the event.
These time limits may be extended
if there are good reasons why you did not complain sooner and the delay did not
compromise investigation of the complaint.
4) Letters of complaint will
normally be acknowledged in writing within three working days. When that is not
possible letters of acknowledgement will be issued as soon as practicable.
5)
The practice manager will investigate the complaint as thoroughly as possible
and will, where the complaint is of a clinical nature, liaise with the nominated
lead GP in the conduct of the investigation.
6) Under normal circumstances,
a detailed response will be issued within ten working days of receiving the original
complaint. Where that is not possible you will be advised of the reason for the
delay and given an indication of when a full response is likely to be made.
7)
The practice will maintain a complaints file to record all complaints received
and will hold copies of all related correspondence.
8) We are committed
to doing our best to resolve any complaint you may have. However if, having received
our reply, you remain dissatisfied you may contact the Complaints Officer at the
Northern Health & Social Services Board.
Help
Yourself to Health
Here are six ways you can really
help yourself to live a healthier lifestyle:
* Be a non-smoker.
* Be
a reasonable weight.
* Take regular exercise.
* Eat a high fibre low fat
diet.
* Take alcohol only in moderation.
* Avoid excessive exposure to the
sun.
Further
Information
Details of primary medical services
provided in the East Antrim area may be obtained from:
The Family Practitioner
Unit
Northern Health & Social Services Board
Unit 1, Antrim Technology
Park
Belfast Road
Muckamore
Antrim
BT41 1QS
Telephone: 028 9448
1200
Fax: 028 9448 1201 |
