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Practice Charter

 

Patient confidentiality

 

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

 

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care. We are registered under the Data Protection Act.

 

Patient Charter

 

You have a right to know what information we hold about you. If you would like to see your records, please call our practice manager. 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. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients. A full copy of our ‘Patient Charter’ is available from reception.

 

Interpretation Services

 

We can arrange interpretation and translation services in person or by phone for patients who do not speak English. Please let us know if you need this service when booking an appointment.

 

Complaints

 

Essex House Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whom you feel most comfortable – your GP, our practice manager or our reception staff will be happy to help.

 

For more information and to print out a complaints form, click here.

 

In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at Richmond and Twickenham PCT. The PCT also operates a Patient Advice and Liaison Service (PALS), which can often help resolve any problems before they become formal complaints. To speak to a PALS officer, ring 020 8973 3111.


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