Frequently Asked Questions

It is important that you understand any information given to you. Please ask us questions if you are unsure of anything.

Patients obligations to the practice

Treat NHS staff, fellow patients, careers and visitors with respect. Keep your booked appointments or cancel in good time. Remember that appointments are for one person only and that a normal appointment duration is ten minutes.

Letting us know when you change your address or telephone number. Only request a home visit when it is truly necessary for medical reasons when a patient is too ill or immobile to come to surgery.

Use the out of hours service responsibly for a genuine emergency.

Remember ordering repeat medication is your responsibility.

Observing the no smoking and no mobile phone policy.

Zero Tolerance

The practice will not accept any form of harassment, abusive, threatening or violent behaviour towards the doctor or any member of staff. Any patients who display unacceptable behaviour will immediately be removed from the practice list.

New Patients

Once accepted onto the practices list, it is mandatory that you attended a ‘new patient examination’ within two weeks of registration

Use of personal information

Personal information held on computer systems or written documentation is safeguarded by the Data protection Act 1994.

Patient medical records are confidential and will not be disclosed to anyone without specific written consent from the patient, this included family members.

Requests for information under the Data protection act 1998 (subject access request) or the Freedom of information act 2000 should be submitted in writing to the practice for the attention of Dr A.S Khan. Literature is available at the reception desk.

Complaints

If you wish to complain about your treatment or the service you have received please do so in writing to the practice manager, or collect a complaints form from our reception desk.

If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be required.

If you are unable to resolve the issue, you can complain to the commissioner of that service, the information below offers more guidance on this process.

NHS England

Telephone the NHS England Customer Care Centre Helpline 0300 311 2233 – or send an email to england.contactus@nhs.net type in the Subject line of the email “for the attention of the complaints team”.

You can find more detailed information on NHS Choices Feedback and complaints and NHS England website

Additional information on contacting NHS England is available at NHS Englands website » Contact us

Patient Advisory Liaison Service(PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. For mor information on this service visit :Patient Advisory Liaison Service NHS Choices

Ombudsman

As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298

Patients Rights

Patients have the right to:

  • Registeration with a General Practitioner.
  • Change doctor if desired.
  • Confidentiality.
  • Undertake a health check on joining the Practice.
  • Receive emergency care.
  • Receive appropriate drugs and medicines.
  • Be referred to a specialist if they and the GP agrees.
  • Be treated courteously by all staff at the practice.
  • Be given sufficient information about their condition to make an informed choice about investigation and treatment.
  • Be referred to the hospital or professional of their choice.
  • Have the right to review their medical records; subject to the Data Protection Act 1998.
  • Be treated without discrimination on race colour sex or sexuality.