Practice charter
Our responsibility to you
The practice team is committed to quality of health care. We aim to provide you with a professional, helpful and caring service and to this end have adopted the following standards:
- To extend to the patient at all times courtesy and respect.
- To maintain absolute confidentiality.
- To offer a range of appointment times to suit the needs of the practice population.
- To begin surgeries at the appointed times and to inform patients of any delay due to medical necessity or unforeseen circumstances.
- To prescribe medicines and drugs as deemed appropriate at consultation and to give a clear explanation of any treatment proposed.
- To refer onwards appropriately to a consultant or other agency as required.
- To allow the patient to access their health records, subject to the limitations of the law.
- To see patients as soon as possible at times of medical emergency, either in surgery or on a home visit if the condition requires it.
- The practice manager will investigate and respond to any written complaints received from patients within 10 days (where possible).
- To give the patient the opportunity to choose whether to be involved in research or medical training.
Your responsibility to us:
- Help us to help you.
- Please let us know if you change your name, address or telephone number.
- Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.
- We need help too. Please ask for a home visit only if the person is too ill to visit the surgery.
- Please keep your phone call brief and avoid calling during peak morning time for non-urgent matters.
- We ask that you treat the doctors and practice staff with courtesy and respect.
- Please read our practice booklet. This will help you to get the best out of the services we offer.
- It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
- Remember that you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.
- Please ask if you wish to see your doctor.
Complaints procedure
Although we endeavour to give you the best possible service, there may be times when you feel you have received less than this. If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please let us know.
Written complaints should be addressed to the practice manager. Another option is to write to any of the doctors at the practice. If you feel you cannot raise your complaint with us direct, then please contact:
Comments and Complaints Unit:
NHS Hampshire
Omega house
112 Southampton Road
Eastleigh
SO50 5PB
Comments and suggestions
We are happy to accept and consider comments and suggestions from our patients.
Please present your views in writing at reception or log onto the NHS Choices website.
Confidentiality
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on the computer and we are registered under the Data Protection Act 1998. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team who are all bound by a strict duty of confidentiality.
Sometimes it may be necessary to share confidential data with individuals outside our health care team, for example, when a doctor refers you to another health care professional outside the surgery setting.
Sometimes we are required to divulge information that is not directly related to your own health care but which is required for the purposes of education, audit or research. It may not always be practical to seek individual consent in such cases but we will ensure that the person to whom the information is released is bound by a duty of confidentiality. Information will be restricted to that necessary for its intended purpose and anonymised where possible.
If you have any concerns with regard to data protection, please contact our practice manager.
Violent or abusive behaviour
The practice will not tolerate any violent or abusive behaviour shown towards its doctors, staff or patients. Should this occur, offenders will be requested to leave the premises and/or the police will be notified. Any recurrent violent and abusive behaviour will result in patients being removed from the practice list.
Bereavement Advice
We generally expect that the death of a close family member or friend will be emotionally distressing. This is normal and natural. However, until we find ourselves responsible for making the funeral arrangements or helping someone with that responsbility, we often do not realise how many practical tasks there are to do when someone dies. The Bereavement Advice Centre has produced a leaflet 'What to do when someone dies - a practical guide' to assist at these difficult times. This leaflet is available from our reception or by visting www.bereavementadvice.org
Freedom of information
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.
Freedom of Information Act 2000 (click to download .pdf)
How we use your Health Records (click to download .pdf)
Please see below for an online representation of the information available from Jubilee Surgery (providing medical services under contract to the NHS) under the Freedom of Information Act model publication scheme. If you have any questions about what you see below then please contact our reception.
| Information to be published | How the information can be obtained | Cost |
| Class 1: | ||
| Who we are and what we do (organisational information, structures, locations and contacts). | Practice Website NHS Choices Website Practice Leaflet | n/a |
| Doctors in the practice: number of, female/male, qualifications | n/a | |
| Contact details for the practice: main and branch surgeries | n/a | |
| Opening hours: including extended hours | n/a | |
| Other staffing details: other healthcare professionals i.e. PM, nurses, community nurses. | n/a | |
| Class 2: | ||
| What we spend and how we spend it (financial information relating to projected and actual income and expenditure, procurement, contracts and financial audit). | ||
| Total cost to the PCT of our contracted services. Total NHS income. Total Expenditure. | Hard Copy | |
| Audit of NHS income (internal & external financial systems/procedures) | Hard Copy | |
| Class 3: | ||
| What our priorities are and how we are doing (strategies and plans, performance indicators, audits, inspections and reviews), aligned to the PCT priorities based on population needs. Measured performance via QOF and other internal audit. | Hard Copy of PCT Annual Plan Website | |
| Plans for the development and provision of NHS services via national direction i.e. DOH or local direction from the PCT. | Hard Copy of PCT Annual Plan Website | |
| Class 4: | ||
| How we make decisions (decision making processes and records of decisions) via practice business meetings, staff meetings | ||
| Records of decisions made in the practice affecting the provision of NHS services. We have records of such but will NOT publish due to confidentiality and commercial sensitivities. | ||
| Class 5: | ||
| Our policies and procedures (current written protocols, policies and procedures for delivering our services and responsibilities) | ||
| Policies and procedures about the employment of staff (recruitment procedures, contracts of employment, induction programme) | Hard Copy | |
| Internal instructions to staff and policies relating to the delivery of services (contained within staff handbook). | Hard Copy | |
| Equality and diversity policy (contained within staff handbook). | Hard Copy | |
| Health and safety policy Contained within Staff Handbook | Hard Copy | |
| Complaints procedures (NHS complaints procedure which is updated to reflect requests for information and operation of the FOI Publication Scheme). | Hard Copy Practice Website |
|
| Records management policies (records retention, destruction and archive). Contained within practice procedures file | Hard Copy | |
| Data protection policies (contained within practice procedures file). | Hard Copy | |
| Policies and procedures for handling requests for information (contained within practice procedures file) | Hard Copy | |
| Patients’ charter | Hard Copy | |
| Class 6: | ||
| Lists and Registers (any publicly available register or list). | None Held | |
| Class 7: | ||
| The services we offer (information about the services we offer, including leaflets, guidance and newsletters produced for the public). | ||
| The services provided under contract to the NHS (those contained within the General Medical Services/Personal Medical Services). | Hard Copy Website Practice Leaflet |
|
| Charges for any of these services | No charge for NHS services | |
| Information leaflets (available in the practice in waiting/public areas). | Hard Copy | |
| Out-of-hours arrangements (provided by Hampshire Primary Care Trust). | Practice leaflet Hard Copy Website |
|