Practice Charter

Confidentiality

The practice has strict rules about confidentiality, which applies to all staff. Data may be shared with other healthcare professionals involved in providing medical care to patients. This is in accordance with the Data Protection Act.

Comments & Complaints

If you have any comments, complaints or compliments about any aspect of the practice please let Lynn Clarke or Elizabeth Rowe have these. Wherever possible you should try to speak to someone about your complaint as soon as the event occurs by contacting Lynn Clarke or Elizabeth Rowe. This will enable the problem to be dealt with straight away - this is called Local Resolution. If you prefer to speak to someone who is not directly involved in your case, you can contact:
• The Complaints Department at Coventry Teaching PCT on 024 7624 6125.
• The Patient Advice and Liaison Service (PALS) at Coventry PCT on 024 7624 6002/024 6027.
• The Independent Complaints Advocacy Service (ICAS) on 0845 120 3784.

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.

Violent/Abusive Patients

Patients who are violent or abusive towards a doctor, members of staff or any other patients on the practice premises will be removed from the practice list. This includes verbal abuse over the telephone.

Patient Advice And Liaison Service

PALS is a service for patients, carers and relatives. It provides confidential, on-the-spot help and offers advice and information to deal with enquiries, concerns or problems you may have about your local NHS.

Access To Medical Records

Patients may access their medical records by making a written request. A signed patient request is required and a charge will be made for copies of medical records.

Computer

All patient records are kept on computer and the practice complies with the Data Protection Act. Anonymous information only may be used for audit, administration, research and verification checks by Coventry Primary Care Trust.