King Edward Street Surgery

9 King Edward Street, Oxford, OX1 4JA

Tel:  01865 242657 

Email: kingedwardst.reception@nhs.net

 Fax: 01865 200983

Out of Hours – Dial 111      Emergency Ambulance – Dial 999

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Our Commitment to You
How You Can Help Us
Confidentiality
Complaints
Freedom of Information
 
 

PRACTICE CHARTER

 
We aim to provide a high standard of personal medical care to all our patients at all times.

We could not achieve this without the participation and support of our practice nurses, our reception and administrative staff and our district nurses, health visitors and midwives.

This charter sets out the standards that we undertake to achieve and also ways in which you can help us to help you.


Our Commitment To You

You can expect to be greeted in a friendly, helpful and professional manner (no dragons allowed!).

If you have an urgent problem you will be offered an appointment to see the Doctor on the same day.

For routine appointments we expect to be able to offer you an appointment with a doctor within two working days. You’ll find the best paypal casino 1 euro here, you actually have enough time to get it!

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All home visit requests will be met the same day where medically necessary.

Every effort is made for surgeries to run on time, but you will appreciate that some consultations take much longer than others and it is not always possible to predict in advance which these will be. If the delay is more than 20 minutes, the receptionist will offer an explanation and give opportunity for you to book an alternative appointment if you are unable to wait.

You can be assured of complete confidentiality at all times by staff members and students being taught in the practice.

Where possible referral letters to the hospital will be dispatched within 5 working days of your appointment.

We will respect your need for dignity, privacy and your religious and cultural beliefs.

If you are disabled or have special needs we will ensure your needs will be met.

You have a right to see your medical records (subject to medico-legal limitations). Please note that a charge may be applied.

You can expect a full and prompt reply to any complaint you make about our services.

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How You Can Help Us To Help You

Our practice staff are here to help you. Please treat them as you would wish to be treated yourself. We will not tolerate people being abusive to our staff.

Please let the surgery know as soon as soon as possible if you cannot keep your appointment. This will allow us to offer the appointment to another patient.

Only request a home visit if the patient is too ill to come to the surgery. Visits requested before 10.30am are likely to be attended to more quickly.

An appointment is for one person only. If more than one member of your family needs to be seen, please book an extra appointment. If you have several problems please book a double appointment to help us run to time.

Please let us know when you change your name, address or telephone number.

We are always happy to receive constructive suggestions as to how we can improve our services.

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Practice Complaints Procedure

We always try to provide the best service possible but there may be times when you feel this has not happened. If you have any complaint about the service that you have received from the doctors or staff working for this practice, then you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure.

In cases for which the in-house procedure is not an appropriate form of investigation you will be referred to the appropriate authority.
 

How To Complain

We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, please let us know as soon as possible as this will enable us to establish what happened more easily. Your complaint should be in writing and addressed to Matthew Bramall, the Practice Manager, who will ensure that it is investigated thoroughly as soon as possible. We aim to report back to you within two weeks although, in some cases, more time may be required.

This procedure does not affect your right to make a formal complaint to the Primary Care Trust if you wish.
 

What We Shall Do

We shall acknowledge your complaint and investigate it as soon as we can.
We shall aim to:

  1. Find out what happened and what went wrong.
  2. Make it possible for you to meet and discuss your complaint with those concerned, if you would like to do so. You may bring a friend or relative with you to help with this discussion.
  3. Make sure you receive an apology where we are found to be at fault.
  4. Identify what we can do to make sure the problem does not happen again.

Complaining On Behalf Of Someone Else

We ensure strict adherence to the rule of medical confidentiality. If you are complaining on behalf of someone else, we will need to have their written permission before we can respond.


Complaining To The Primary Care Trust

If you would rather not complain directly to the practice, you can write to the Primary Care Trust and ask them to act as an intermediary between yourself and the practice.
You should write to:

The Complaints Officer
Oxfordshire Primary Care Trust

Jubilee House

Oxford Business Park South

Oxford

OX4 2LH

You may also find it helpful to contact the Independent Complaints and Advocacy Service (ICAS) for further help, advice and support. They can be contacted on 0845 1203734.

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Confidentiality And Access To Information

All patient-identifiable information will be kept in the strictest confidence and will not be given to unauthorised third parties.

All medical and administrative records are held on our computers in accordance with the rules of the Data Protection Act under which we are registered. We hold no more information than is needed for medical care and this information is only used for that purpose.

Confidential medical information may be shared with authorised practice staff and other health agencies (such as hospitals) where this is necessary for your treatment or care. If we refer you for further care we may share some or all of this information. You are entitled to request to see copies of any letters we send out.

Patients have right of access to view their medical record. This should be requested in writing and there may be an administration fee for this service.

Although the Government seems determined that people will have to ‘opt out’ of having their information loaded onto the NHS IT Spine we have made a practice decision not to upload without individual patients’ permission.  However, it does seem unlikely that the spine will ever work so this may be a groundless fear.
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Freedom Of Information – Publication Scheme

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 routinely to make available. This scheme is available on request.

 

 

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Copyright © 2007 King Edward Street Surgery.  All rights reserved.

Page last updated on 02 August 2013