Practice Charter

The doctors, practice and district nurses, health visitors, midwives and practice staff work together and are all committed to give you the best possible service.

We offer:

Receptionists

Our Receptionists will help you make the best use of the services whether calling by telephone or visiting the Surgery. Please remember that they have a difficult job to do and are working under protocols laid down by the doctors and the practice manager. When telephoning to make an appointment the receptionist may ask for a few details. they have been trained to make these enquiries so that they can help you in the most appropriate way.
Doctors appointments
You will normally be seen by your own doctor when they are available. This will be:

As soon as possible in an emergency
Within 48 hours for a rourinte appointment
Or you may wish to plan ahead and book your appointment up to 3 weeks in advance
Surgeries and clinics normally start on time and we aim to see you within 20 / 30 minutes of your appointment time. Please appreciate that delays are sometimes unavoidable but when this happens, we will try and keep you informed. Please ask for information if you have waited 30 mins beyond your appointment time.

Home Visits

If you are too ill or too frail to attend surgery, we will visit you at home. Please ring, if possible, before 10.30 AM and the doctor will decide if and when a visit is required. We will visit as soon as possible for an emergency and on the day requested for non-urgent visits.

Repeat Prescriptions

If you are on regular medicines, repeat prescriptions will be normally available within 48 hours. Please use repeat slip provided, and remember to tick which pharmacy you wish the prescription to be sent to, or if you would prefer to collect it from the surgery. Your medication will be reviewed regularly, please make an appointment when your number of repeats has expired. Failure to make an appointment may mean that your doctor will only issue a 2 week supply of your medication. Repeat prescriptions can be ordered on line the email address is prescriptions.snodland@nhs.net PLEASE DO NOT USE THIS ADDRESS FOR ANYTHING OTHER THAN ORDERDING REPEAT PRESCRIPTIONS.
Homeopathy

None of the doctors are trained on homeopathy and will not usually expect to give homeopathic medication.

Results of Investigations

It is your responsibility to find out the results of all tests and you must not assume the Surgery will contact you in the event of some abnormality. If phoning for results, please phone between 11am and 12.30pm and 3.30pm - 5.3pm. on 01634 240296 then press

Referrals
If your GP thinks it necessary, you will be referred to a consultant. Your doctor will discuss with you what choices of hospital are available, and you may be able to arrange an appointment at your convenience through Choose and Book.
Out of Hours
In the event of needing to see a doctor out of hours, please telephone South East Health on 03000 - 242424. South East Health provide emergency cover from 6pm until 8am during the week, with 24 hour cover over weekends and bank holidays.
Students

From time to time we have medical students in the Surgery. If you do not want a student present, please tell the receptionist.

Training Practice

We are a training practice for qualified doctors who want to enter General practice. You may be offered an appointment with them. Please say if this is not to your satisfaction. During their training they are required to make video recordings of their consultations. You may be asked if you mind having your consultation recorded, you do not have to have the consultation recorded, but if you agree the receptionist will ask you to sign a consent form.

Confidentiality

We ask you for information so that you can receive proper care and treatment.

We Keep this information together with details of your care because it may be needed if we see you again, and to see that the NHS runs efficiently, plans for the future, trains its staff, pays it's bills and can 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.

Sometimes the law requires us to pass on information: for example to notify a birth.

The NHS Central Register for England and Wales contains basic personal details of patients registered with a general practitioner. The register does not contain clinical information.

You have a right of access to your records under the 1998 Data Protection Act. However there is a charge for this which can range from £10 up to a maximum of £50.00.

Everyone working for the NHS has a legal duty to keep information about you confidential

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.

We only ever use or pass on information about you if the people have a genuine need for it in your and everyone's interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive information from us is strictly controlled by law.

Anyone who receives information from us is also under a legal duty to keep it confidential.

As required by law we are registered with the Data Protection Commissioner.

Complaints

The practice is very interested to know what you think of the services we offer at Snodland Medical Practice. We would welcome your suggestions on how we could improve our service, and need to know if you are not happy with any aspects of our service. If you have any complaints, or suggestions please write or ask to see Mrs.Elaine Mannooch, our Practice Manager.
If you have a complaint it is in your best interest to make your complaint as soon after the event as possible.
If you are making a complaint on behalf of another person, you will need their written consent before the practice manager will discuss the matter with you.
What we will do:
The Practice Manager will acknowledge your complaint and make early contact with you (within 3 working days) to discuss the way forward. The discussion can be face to face but need not be depending upon what is most convenient for all concered. Your complaint will be investigated within an agreed timescale and you will be kept informed of it's progress.
Once the investation has been concluded a letter will be sent to you setting out how we investated your complaint as well as details of the actions taken or to be taken as a result of our findings. We hope that your complaint wil be resiolved at this stage, but if not, we may invite you to discuss what else might be done. If you remain unhappy, we will write to advise you that we are satisfied with the way the complaint as been invvestigated and tell you who you can contact for further help.
The mediation service can often be helpful in resolving disputes between practices and their patients. Tel 01732 874107
PALS The Patient Advice and Liason Service Tel 0800 0850 850
ICAS The Independant Complaint and Advocacy Service. Tel 01891 540490
If you remain disatisfield with the response from the practice (or the PCT) if your complaint was investigated by them) then you have the right to refer your complaint the the Health Service Omdudsman. They will require a clear statement of what issues remain oustanding. Tel 0845 025 4033.
Questionnaire from the Department of Health
Every Quarter the Department of Health sends out a questionnaire to patients. One part of the questionnaire asks about access to appointments. One of the questions asks if you wanted to book an appointment within 48 hours, were you able to do so, and the other question asks if you wanted to were you able to book your appointment more than 48 hours ahead. Please read the questions carefully and do not answer the question that does not apply to what you wanted on the day of booking your appointment.
How you can help us:

You can help us provide an efficient service by:

Keeping appointments or giving as much notice as possible should you need to cancel. (you can leave a message on the answerphone to cancel an appointment, option 3. Please leave your name and date of birth, and say who you were going to see and on which date and time.
If you need a long appointment let us know)
Making requests for routine visits before 10.30 AM
Keeping us informed of changes of address, telephone numbers etc.
Asking for immediate appointments only if it is urgent otherwise patients who have booked appointments will be delayed.
Policy on Anti-Social Behaviour:
The practice operates a zero-tolerence policy on aggresive and abusive behaviour. This includes any personal abusive or agressive gestures. Any incident of verbal abuse whether in person or over the telephone is reported immediately to the practice manager. (Our calls are recorded) Incidents are discussed by the partners, who will agree a plan of action. This may result in the patient's removal from the practice list.
Damage to Property
Any person caught damaging property will be prosecuted, and removed from the practice list, along with other members of their family.
Change of Personal Details
If you change your name, address or telephone number please give full details at reception, including your postcode. If you move outside the practice area you will be asked to register with a doctor in your new area.
Private Medical Examinations
In addition to our NHS contract, the practice offers some private medical services, such as the completion of medical reports and examinations for external organisations. These services incur charges as they are not part of the Practice's committment to the NHS contract. A list of current fees charged can be obtained from reception. Please note that if your doctor is on leave you may have to wait for medical reports to be completed on his/her return.


Contact Us Practice Charter Home Telephone Surgery Prescriptions Staff News Glossary Smoking Cessation Appointments Extended Hours	Practice Charter The doctors, practice and district nurses, health visitors, midwives and practice staff work together and are all committed to give you the best possible service. We offer: Receptionists Our Receptionists will help you make the best use of the services whether calling by telephone or visiting the Surgery. Please remember that they have a difficult job to do and are working under protocols laid down by the doctors and the practice manager. When telephoning to make an appointment the receptionist may ask for a few details. they have been trained to make these enquiries so that they can help you in the most appropriate way. Doctors appointments You will normally be seen by your own doctor when they are available. This will be: As soon as possible in an emergency Within 48 hours for a rourinte appointment Or you may wish to plan ahead and book your appointment up to 3 weeks in advance Surgeries and clinics normally start on time and we aim to see you within 20 / 30 minutes of your appointment time. Please appreciate that delays are sometimes unavoidable but when this happens, we will try and keep you informed. Please ask for information if you have waited 30 mins beyond your appointment time. Home Visits If you are too ill or too frail to attend surgery, we will visit you at home. Please ring, if possible, before 10.30 AM and the doctor will decide if and when a visit is required. We will visit as soon as possible for an emergency and on the day requested for non-urgent visits. Repeat Prescriptions If you are on regular medicines, repeat prescriptions will be normally available within 48 hours. Please use repeat slip provided, and remember to tick which pharmacy you wish the prescription to be sent to, or if you would prefer to collect it from the surgery. Your medication will be reviewed regularly, please make an appointment when your number of repeats has expired. Failure to make an appointment may mean that your doctor will only issue a 2 week supply of your medication. Repeat prescriptions can be ordered on line the email address is prescriptions.snodland@nhs.net PLEASE DO NOT USE THIS ADDRESS FOR ANYTHING OTHER THAN ORDERDING REPEAT PRESCRIPTIONS. Homeopathy None of the doctors are trained on homeopathy and will not usually expect to give homeopathic medication. Results of Investigations It is your responsibility to find out the results of all tests and you must not assume the Surgery will contact you in the event of some abnormality. If phoning for results, please phone between 11am and 12.30pm and 3.30pm - 5.3pm. on 01634 240296 then press Referrals If your GP thinks it necessary, you will be referred to a consultant. Your doctor will discuss with you what choices of hospital are available, and you may be able to arrange an appointment at your convenience through Choose and Book. Out of Hours In the event of needing to see a doctor out of hours, please telephone South East Health on 03000 - 242424. South East Health provide emergency cover from 6pm until 8am during the week, with 24 hour cover over weekends and bank holidays. Students From time to time we have medical students in the Surgery. If you do not want a student present, please tell the receptionist. Training Practice We are a training practice for qualified doctors who want to enter General practice. You may be offered an appointment with them. Please say if this is not to your satisfaction. During their training they are required to make video recordings of their consultations. You may be asked if you mind having your consultation recorded, you do not have to have the consultation recorded, but if you agree the receptionist will ask you to sign a consent form. Confidentiality We ask you for information so that you can receive proper care and treatment. We Keep this information together with details of your care because it may be needed if we see you again, and to see that the NHS runs efficiently, plans for the future, trains its staff, pays it's bills and can 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. Sometimes the law requires us to pass on information: for example to notify a birth. The NHS Central Register for England and Wales contains basic personal details of patients registered with a general practitioner. The register does not contain clinical information. You have a right of access to your records under the 1998 Data Protection Act. However there is a charge for this which can range from £10 up to a maximum of £50.00. Everyone working for the NHS has a legal duty to keep information about you confidential You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you. We only ever use or pass on information about you if the people have a genuine need for it in your and everyone's interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive information from us is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential. As required by law we are registered with the Data Protection Commissioner. Complaints The practice is very interested to know what you think of the services we offer at Snodland Medical Practice. We would welcome your suggestions on how we could improve our service, and need to know if you are not happy with any aspects of our service. If you have any complaints, or suggestions please write or ask to see Mrs.Elaine Mannooch, our Practice Manager. If you have a complaint it is in your best interest to make your complaint as soon after the event as possible. If you are making a complaint on behalf of another person, you will need their written consent before the practice manager will discuss the matter with you. What we will do: The Practice Manager will acknowledge your complaint and make early contact with you (within 3 working days) to discuss the way forward. The discussion can be face to face but need not be depending upon what is most convenient for all concered. Your complaint will be investigated within an agreed timescale and you will be kept informed of it's progress. Once the investation has been concluded a letter will be sent to you setting out how we investated your complaint as well as details of the actions taken or to be taken as a result of our findings. We hope that your complaint wil be resiolved at this stage, but if not, we may invite you to discuss what else might be done. If you remain unhappy, we will write to advise you that we are satisfied with the way the complaint as been invvestigated and tell you who you can contact for further help. The mediation service can often be helpful in resolving disputes between practices and their patients. Tel 01732 874107 PALS The Patient Advice and Liason Service Tel 0800 0850 850 ICAS The Independant Complaint and Advocacy Service. Tel 01891 540490 If you remain disatisfield with the response from the practice (or the PCT) if your complaint was investigated by them) then you have the right to refer your complaint the the Health Service Omdudsman. They will require a clear statement of what issues remain oustanding. Tel 0845 025 4033. Questionnaire from the Department of Health Every Quarter the Department of Health sends out a questionnaire to patients. One part of the questionnaire asks about access to appointments. One of the questions asks if you wanted to book an appointment within 48 hours, were you able to do so, and the other question asks if you wanted to were you able to book your appointment more than 48 hours ahead. Please read the questions carefully and do not answer the question that does not apply to what you wanted on the day of booking your appointment. How you can help us: You can help us provide an efficient service by: Keeping appointments or giving as much notice as possible should you need to cancel. (you can leave a message on the answerphone to cancel an appointment, option 3. Please leave your name and date of birth, and say who you were going to see and on which date and time. If you need a long appointment let us know) Making requests for routine visits before 10.30 AM Keeping us informed of changes of address, telephone numbers etc. Asking for immediate appointments only if it is urgent otherwise patients who have booked appointments will be delayed. Policy on Anti-Social Behaviour: The practice operates a zero-tolerence policy on aggresive and abusive behaviour. This includes any personal abusive or agressive gestures. Any incident of verbal abuse whether in person or over the telephone is reported immediately to the practice manager. (Our calls are recorded) Incidents are discussed by the partners, who will agree a plan of action. This may result in the patient's removal from the practice list. Damage to Property Any person caught damaging property will be prosecuted, and removed from the practice list, along with other members of their family. Change of Personal Details If you change your name, address or telephone number please give full details at reception, including your postcode. If you move outside the practice area you will be asked to register with a doctor in your new area. Private Medical Examinations In addition to our NHS contract, the practice offers some private medical services, such as the completion of medical reports and examinations for external organisations. These services incur charges as they are not part of the Practice's committment to the NHS contract. A list of current fees charged can be obtained from reception. Please note that if your doctor is on leave you may have to wait for medical reports to be completed on his/her return.
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