Riverside Surgery

Dr Swindlehurst & Partners - Seduli ad Curandum - Committed to Care
Tel: (01386) 444400 Fax: (01386) 444415

Practice Policies & Information

 8.

Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about a patient will be shared with others only in the following circumstances:

To provide further medical treatment for a patient e.g. from district nurses and hospital services.
To help patients receive other services e.g. from the social work department (this requires patient consent).
When we have a duty to others e.g. in child protection cases.
Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Patients Have The Following Rights:

  1. To receive health care on the basis of clinical need regardless of ability to pay.
  2. To be registered with a doctors’ practice.
  3. To receive emergency medical care at anytime through their GP, the emergency ambulance service or the hospital accident and emergency department.
  4. To be given a clear explanation of any treatment proposed, including any risks and any alternatives, before they agree to the proposed treatment.
  5. To have access to their health records and to know those working for the NHS will, by law, keep their contents confidential.
  6. To choose whether or not they wish to take part in medical research or medical student training.

In addition to these standards, the Riverside Surgery will aim to provide the following:

  • Suitable premises.
  • Privacy.
  • Facilities for patients, children and all types of disabled patients.
  • All practice staff will have name badges.
  • Patients may telephone for results between the hours of 2.00pm and 5.00pm, any weekday afternoon.
  • Health promotion programmes, including asthma and diabetes, will be available within the practice, when required
  • To be offered an appointment on the same day for URGENT problems.
  • To be offered an appointment within one week, with the doctor they are registered with.
  • We will endeavour to see patients within fifteen minutes of their appointment time. However, emergencies and/or patients requiring a longer consultation will occasionally lead to delays.

Patients Responsibilities

We provide general medical services for over 14,000 patients and our receptionists receive over 800 telephone calls a day. To enable the system to work as efficiently as possible for ALL our patients, we would ask you to observe the following guidelines:

  1. Be polite to our staff at all times. Verbal or physical abuse will not be tolerated and is likely to lead to the patient being removed from our list.
  2. Use the appointment system reasonably and fairly to the benefit of all. Please do not ask for an emergency appointment when an appointment within twenty-four or forty-eight hours would suffice. Please endeavour to attend the surgery rather than request a home visit. It is always possible for a patient to go straight into an examination room rather than sit in the waiting room You only have to mention it to the receptionist. Remember, three or four patients can be seen in the surgery in the time that it takes to do one home visit.
  3. If you are unable to keep your appointment please cancel as soon as possible so someone else can take your place.
  4. If you feel a home visit is necessary, please make the request before 10.30am. The doctors have to cover most of the outlying villages. Patients who make late requests are unlikely to be seen until later in the day. Emergency visits will of course, be dealt with by the duty doctor.

Complaints

Please Click Here to Download our complaints procedure.

You can also find out how to complain by viewing our easy read complaints leaflet below:  Riverside Surgery How to Complain

Training

Occasionally the practice undertakes training for final year medical students from Birmingham University and other healthcare professionals. Patients will always be kept informed when this happens.

In addition, the surgery may close up to 4 days a year for staff training to enable us to help improve our service and knowledge. On these days the surgery is closed for routine appointments and prescriptions but we operate an urgent service with a locum doctor. Notices are put up at least one month ahead of a planned training day.