We ask for personal information so you can receive care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by members of the practice team.
Correspondence via email
We are receiving increasing numbers of emails from patients for the attention of doctors, asking for opinions or information, requesting contact from the doctor by phone or email or simply passing information on to the doctor.
The doctors need to manage their workload for the benefit of patients and this means that they deal with the most urgent matters first.and Email correspondence is dealt with in the same way as written correspondence: So, sending a message by email will not provide a ‘fast track’ to the doctor – if you have an urgent medical need, please make contact with the surgery by phone or in person so that this can be promptly assessed and treated without delay.
NO ANTIBOTICS CAN BE ISSUED VIA AN EMAIL REQUEST – THE DOCTOR WOULD NEED TO SEE YOU
Please note we also do not make appointments/correspond via Email or Fax requests, neither do we take any responsibility for its delivery.
Please note the email facility is unmanned and will not be replied to in any circumstances.
Please note we do not accept emails sent directly to the GP and as such will not be replied to.
We have full disabled access facilities. The main consulting rooms and disabled toilet are on the ground floor.
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 make routinely available. An information leaflet is available at reception
Our Practice Charter
Hailwood Medical Practice LLC
We undertake to:
- Treat you with respect and courtesy at all times.
- Provide you with advice and treatment in a timely manner.
- Help you make decisions about your health by treating you as an equal.
- Discuss what treatment is available and refer you on to other experts where necessary.
- Act as your advocate and guide through health and social services.
- Maintain confidentiality in what we discuss and the records we keep on your behalf.
- Keep up to date with developments in health care by continuing to learn.
In return we ask you to:
- Keep your appointment, or let us know as soon as possible if you can”t.
- Only use the out-of-hours services in an emergency.
- Be nice to our staff! They do their best for you and respond very well to “please” and “thank you”.
- Let us know if you have any suggestions or cause for complaint as soon as possible.
- Let us know when we have done well.
From time to time wires get crossed! We are not deliberately trying to upset you! Please air your complaint to the Practice Manager either verbally or in writing. She will outline our complaints procedure and endeavour to resolve the problem. Any complaint or concern raised will not compromise care received.
We respect the right to privacy and keep all your health information confidential and secure. All patient information is treated as strictly confidential and will not be disclosed without written consent.
The practice does not discriminate on the following grounds: race, gender, age, social class, religion, sexual orientation, appearance, disability or medical condition.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. Please note that any patient who displays unacceptable behaviour will be removed from our practice list.
The partners at Hailwood Medical Centre welcome comments and suggestions from their patients and these can be submitted via our website or in writing to the practice manager. The GP partners have noticed a developing trend where a patient will use a Social Media site, such as Facebook, to make a personal attack on a member of the surgery staff or to make false statements about the surgery.The partners reserve the right to remove a patient from the surgery list and report them to the social networking site if they are found to have made libellous statements or defamatory comments about the surgery or a member of the surgery staff.
If you have a comment or complaint about the surgery we encourage you to report this through the correct channels. The practice always investigates complaints and responds to patients in a timely way. Thank you.
We are happy to accept suggestions. If you have a problem with any of our services or a complaint, please ask to speak to the practice manager or put your complaint in writing and it will be dealt with swiftly by the practice manager or one of the partners.
For reasons of legal liability, training and monitoring. All telephone calls are recorded.
These recordings are strictly confidential and dealt with in the same way as patients’ medical records.
Patients can request transcripts of the recorded telecall pursuant to S5 DPA
Text Message Reminders
You can now register to receive information by text message on your phone regarding appointments and health care.
If you wish to register for this messaging service please speak to reception.
UPDATE May 2018 (GDPR)
Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care.
If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.
If you would like ot opt out of any future contact via text messaging, please inform reception and they will remove your mobile from the facility.
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients, be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.