Practice

Charter Standards

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 courtest 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.
Complaints should be addressed to the practice manager or, alternatively, you may ask for an appointment with her to discuss your concerns.

Comments & Suggestions

We are happy to accept and consider comments and suggestions from our patients.
Please present your views in writing at reception.

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 relate 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.

Information available from Jubilee Surgery (providing medical services under contract to the NHS) under the Freedom of Information Act model publication scheme

Information covered by this scheme is only about the primary, general or personal medical services we provide under contract to the National Health Service.

Information to be published	How the information can be obtained	Cost
Class1 - Who we are and what we do (Organisational information, structures, locations and contacts)	Practice Website NHS Choices Website Practice Leaflet
Doctors in the practice: Number of, Female/Male, Qualifications
Contact details for the practice: Main and Branch Surgeries
Opening hours: Including Extended Hours
Other staffing details: Other Healthcare Professionals i.e. PM, Nurses, Community Nurses
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 – 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