St Katherine's Surgery - Surgery policies on confidentiality, comments and suggestions, data protection etc

Confidentiality

We record information about you so that you can receive the best possible care and treatment. We keep this information together with details of your care to ensure that your doctor or nurse has accurate and up to date information.

There are times when we have to pass on information about you to other people such as hospitals, Dept. of Work & Pensions or Primary Care Trust (formerly the Health Authority). This is always done confidentially or by removing identifying details when they are not essential.

Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information.

Outside the NHS—when asked to provide information to outside agencies, e.g. solicitors, written consent will be obtained at all times before this information can be supplied. You have a right at any time to refuse the release of your details.

Suggestions & Complaints

We operate a complaint procedure as part of the NHS system. The Senior Partner and the Practice Manager administer it and details can be obtained from any staff member.

We welcome comments and feedback on our service either by letter or through the comments function which can be found on the 'Contact Us' section of the website. Occasionally we ask for patient feedback via questionnaires

Please note that we are only able to take complaints that relate directly to St. Katherine's Surgery. If you have a complaint concerning another organisation or service please contact them directly:

Primecare (out of hours) 01432 373662

Boots Chemist 01531 632687

Day-Lewis Pharmacy 01531 632693

Hereford County Hospital 01432 355444

Herefordshire PCT 01432 344344

Ledbury Community Hospital 01531 632488

If you are interested to know why and how we collect information about you, or how this information is used please download the leaflet by clicking the link below...

How we use your Health Records

Patient's Rights to General Medical Services:

To be offered a health check on joining a doctor's list for the first time
To have appropriate drugs and medicine prescribed
To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential
To choose whether to take part in research or medical student training
To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
To receive a full and prompt reply to any complaints they make about the care they receive at the Surgery.

St Katherines Surgery Philosophy:

Our aims are to offer the higest standard of helath care and advice to our patients, with the resources available to us. We have a team approach to patient care and endeavour to monitor the service provided by patients, to ensure that it meets current standards of excellence.

Our Practice Charter:

You will be treated with courtesy and respect by all Practice personnel.
An urgent appointment with a Doctor will be available on the same day if your problem is medically urgent
A non-urgent appointment with a doctor will be offered within 1 week.
Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this pease ask the Receptionist for an explanation.
We aim to answer the telephoen within 3 rings.
Requets for repeat prescriptions will be dealt with within 48hours. This can be in person or by ordering via fax or online.
All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.
We wish to make St Katherines Surgery as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.

Patient's Responsibilities:

If you are unable to attend for an appointment please let usknow so that we can offer it to someone else.
If you are late for your appointment you may be asked to rebook at another time. Try to let usknow in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
A home visit should only be requested for those who are unable to come to the surgery ebcause of serious illness or infirmity. Please ring the surgery before 11am if at all possible.
An urgent appointment is for an urgent medical problem. Please speak to the Receptionist if you require a sick note or a repeat prescription.
We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the Receptionist.
Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve.
Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.
Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.

Please click the link below to read the NHS Constitution

NHS Constitution