Practice Policies

Confidentiality

Sometimes audit or research work is carried out for the benefit of the wider health community. Much of this is initiated by the Department of Health for them to collate information and carry out surveys, and is therefore not controlled by the Practice.

If you have any concerns regarding this, you should contact the Patient Liaison Service (PALS) on 0800 0323235. We never give information to commercial companies without your consent.

We respect your right to privacy and keep all your health information confidential and secure.

• Your identity will be established before information is given out over the telephone.
• Information will not normally be given out to third parties, including family members, without your express permission.
• Certain test results may not be given to you, without a consultation with your Doctor.
• Patients’ records are only available to those involved in your care and you should never be asked for personal medical information by anyone other than members of the team.

Your Rights and Responsibilities

Patient’s Rights

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you. You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect.
• You will be treated as a partner in the care and attention that you receive.
• All aspects of your visit will be dealt with in privacy and confidence.
• You will be seen by a doctor of your choice subject to availability.
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call.
• You can bring someone with you, however you may be asked to be seen on your own during the consultation.
• Repeat prescriptions will normally be available for collection within two working days of your request.
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters.
• You have the right to see your medical records or have a copy subject to certain laws.

Patient’s Responsibilities

With these rights come responsibilities and for patients we would respectfully request that you:

• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you.
• Please ensure that you order your repeat medication in plenty of time allowing 2 working days.
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family.
• Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend.
• Please follow up any test or investigations done for you with the person who has requested the investigation.
• Attend appointments on time and check in with Reception.
• Patients who are more than 10 minutes late for their appointment may not be seen.
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need.
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made.
• Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience.
• Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date.
• Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us.
• Let us have your views. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:

• UK – The NHS Constitution for England

Zero Tolerance

Whilst we work very hard to build good relationships with our patients the NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Please take a moment to read the policy  below:

LHS Zero Tolerance policy updated 04.24

Thank you

Lincoln House Surgery