Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. ALL members of staff are bound by the same rules of confidentiality.

As an additional enhancement - If a patient is related to a member of staff they have a restricted level of access to that patient's medical record to further ensure confidentiality.  

Suggestions & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things do sometimes "go wrong" resulting in a patient feeling that they have a genuine cause for complaint.

If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Please contact the Practice Manager and she will set all the necessary wheels in motion to investigate what went wrong, why it went wrong, how we can put it right, and how to stop it happening again.

Further written information about the complaints procedure is available from reception.

We are continually striving to improve our service. and genuinely welcome your comments and suggestions for improvement. There is a suggestion box located on the reception desk in the waiting area.

Our Practice Charter

The Drayton Surgery is committed to providing a high quality primary health service to meet the needs of all our patients. We regard the care of your health as a partnership between yourself and the Practice. The success of this partnership depends on co-operation and shared responsibility. In the Charter we set out what our mutual responsibilities are to achieve a high standard of care.

Our Responsibilities to You

You will be treated as a partner in the care you receive.

You will be treated as an individual and will be given courtesy and respect at all times.

We operate a Zero Tolerance Policy and will not tolerate any unacceptable behaviour on the premises or towards our team.

You will be received and addressed with courtesy and respect.

You will be able to speak to a Doctor of your choice, where possible and subject to availability, within 2 working days.

We will try and see you within 20 minutes of your appointment time. You will be given an explanation for any delay of more than 20 minutes.

We will explain the likely effects of any drugs and review your long-term medical needs at agreed times.

We aim to have the majority of your repeat prescription requests ready within 2 working days.

We will offer advice on disease prevention and health promotion.

You will be able to access urgent medical advice on the same day of your request. We will ensure that you are given instructions on how to obtain emergency care when we are closed.

We will respect your right to seek a second opinion and we will try to help you obtain this.

You have the right to be treated with confidentiality, and the contents of your medical records will be kept confidential.

You have the right to see your health records subject to any limitations in the law and the Doctors approval.

You will have the choice of whether or not to participate in research or medical student training.

We will inform you about how you can make suggestions or complaints about the services we offer. Any complaints will be dealt with as swiftly as possible.

We have the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to us and other patients. An explanation will be given should we arrange for you to be removed from our list.

We will visit you at home if you are too ill or infirm to be brought to the Surgery.

Your Responsibilities to Us

Help us to help you. Being a partner means we have responsibilities to each other. Please read the practice booklet, as this will give you more information about this Practice and your responsibilities to us.

We ask you to treat all members of the Practice Team with courtesy and respect.  Please do not shout at us or use foul language or swear words while on our premises.

You are responsible for your own health. Please act on our advice and take medication as prescribed.

Please inform us of any change in name, address or telephone number.

If you do not understand what we tell you, please ask us to explain again.

If you do not speak or understand English well, please bring an interpreter along with you when you come to the Surgery.

Be punctual for appointments and let us know in good time if you are unable to attend.

Check in at reception on arrival in the building. Watch the visual display board in the waiting room and proceed immediately to the consulting room when the display notifies you.

Only request a home visit if it is impossible to come to the Surgery. A Doctor can see 4 or 5 people in the time it takes to visit you at home.

Please remember that the Doctor or Nurse of your choice may not always be available due to other commitments or times of leave. You will always be offered an alternative

Always order your repeat prescription in plenty of time. You should not expect to be given a prescription every time you visit the Doctor. Please remember to check your cupboards before ordering a repeat prescription and do not wait until your medication has run out.

Observe any notices we have on display in the car park and within the surgery building, with particular regard to security, health and safety.

Turn off your mobile phones when you enter the building and when you go in to see one of the Practice Team.

For Health & Safety reasons you may be asked to leave the building. If you are requested to do so by a member of the Practice Team, please leave immediately.

Disabled Access

The Drayton Surgery has suitable access for all disabled patients. Ask at reception for directions to the special toilet facility.