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> Our ethos
> Patient Charter
> Confidentiality and patient records
> Chaperones
> Disabled patients
> Non-English speakers
> Feedback and complaints
> Removal of patients
> Zero tolerance


 

Our ethos

We aim to provide high quality health care for the local population, helping patients to take responsibility for their own health and that of their families through lifestyle education.

We also enable patients to share in the treatment of any illness through clear communications and explanations; and by making sure they have easy access to all members of our practice team.

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Patient
Charter

Our Patients’ Charter sets out our responsibilities to you and your rights and obligations as a patient. This information is included in our Practice Leaflet, copies of which are available on request from Reception.

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Confidentiality
and patient
medical
records

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

We ask you for information so we can provide proper medical care and treatment. We keep this information together with details of your care because it may be needed if we see you again. We may also use this information for other reasons, for example to help us protect the health of the public in general and to see that the NHS runs efficiently. This information helps the NHS for the future, to train its staff, pay its bills and account for its actions. Information may also be needed to help educate tomorrow's clinical staff and to carry out medical and other health research for the benefit of everyone.

In exceptional circumstances, the law requires us to pass on specific information, for example where withholding information may put someone's life at risk.

The NHS Central Register for England & Wales contains basic personal details of all patients registered with a General Practitioner. The Register does not contain clinical information. You have a right of access to your health records.

When you are receiving care for other people as well as the NHS we may need to share with them some information about you, so that we can work together for your benefit.

We only ever pass on information about you if people have a genuine need for it in your and everyone's interests. Whenever we can we will remove details which identify you. The Law strictly controls the sharing of some types of very sensitive personal information. Anyone who receives information from us is also under a legal duty to keep it confidential.

Using Health Records

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Chaperones

If you need a chaperone while seeing the doctor or attending a clinic, you are welcome to bring a friend or relative into your appointment with you. If this is not possible, please let us know in advance and one of our staff will be pleased to assist.

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Patient
feedback
and complaints

WWe welcome ideas and feedback to help us improve our patient services. You can find out more at our Patient Involvement page , where you can also complete our Patient Survey.

We work hard to give you the best possible service, but if you have cause for complaint please let us know.

  • Please speak to our Practice Manager, Mrs Shepherd who is responsible for handling complaints
  • Or, if you prefer, please talk to one of our GP partners

We will try to resolve the situation as quickly as possible, to your complete satisfaction. But if you’re not happy with the outcome, please put your complaint in writing. We will conduct a formal review and write back to you normally within 10 working days of receipt.

Our complaints procedure is part of the NHS system for dealing with complaints and meets NHS national criteria.

Please be assured that making a complaint will not adversely affect your medical care with us.

Downloads
Listening, Responding, Improving Leaflet.
Practice Based Complaints Policy and Procedure

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Disabled
patients

We provide full disability access:

  • There is bell outside the main doors/in the lobby, please ring if you need assistance on arrival
  • A wheelchair is available at reception, if required
  • All patient areas, including the waiting room, consulting rooms and patient toilets, have wheelchair access
  • Our car park has designated disabled parking bays

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Non-English
speakers

The New Patients section of this website has a range of foreign language leaflets explaining GP services and the NHS.

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Removal of
patients

Doctors’ Terms and Conditions of Service entitles us, in exceptional circumstances, to remove patients from our practice list.

The partners at Wye Surgery do not take this decision lightly and feel it is the last course of action when there has been an irretrievable breakdown in the practice/patient relationship.

In this event, all partners will discuss the removal of a patient at a practice meeting and the patient will be informed in writing.

In some cases the removal of a patient from our practice list cannot be avoided, for example when someone moves out side our catchment area.

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Zero tolerance initiative

We expect all interactions between patients and staff to be courteous and respectful, and would ask all patients to be co-operative in this respect.

Our practice supports the NHS Zero Tolerance Campaign which aims to stamp out violence and verbal abuse.

Any patient who behaves in a threatening, abusive or violent way towards anyone at Wye surgery – whether a member of our staff or a member of the public – will be dealt with immediately. This may result in the patient’s removal from our practice list and possibly prosecution.

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