Practice Charter
All members of the practice are committed to achieving and maintaining a quality health service and to improving our standards by continually reviewing our procedures.
It is our aim to offer you the best possible service and we believe this can be achieved by working together.
Your Rights - You Have A Right To:
- be registered with a General Practice and to request to be seen by a practitioner of your choice.
- be promptly and courteously provided with information and assistance regarding the services provided.
- receive appropriate health checks.
- receive emergency care when needed.
- receive information about your health, treatments for illness, likely outcomes and be prescribed appropriate drugs/medicines.
- referral to a consultant acceptable to you, when agreed between you and your GP.
- have access to your health records subject to limitations in the law, the contents to be complete, accurate and confidential.
- choose whether or not to take part in medical research or training.
Your Responsibilities Are To:
treat all staff with the courtesy and respect given to you.
attend appointments promptly or to give as much notice as possible if you have to cancel.
ensure that the reception staff know if a problem is urgent.
refrain from booking more than one person per appointment.
ask for home visits only if justified and not for social convenience.
volunteer all relevant information and follow medical advice given
comply with repeat prescription arrangements and ensure supplies do not run low.
remember that the surgery operates an 'appointment only' system, and that only urgent medical problems will be seen without a booked appointment.
Our Commitment To You - We Aim To:
give you individual courtesy and respect.
see you within 15 minutes of your booked appointment.
treat you as a partner in the care and attention you receive.
advise you fully of the services provided.
promote a healthy lifestyle for avoiding illness and recommend self-help for minor ailments.
provide support and information to the housebound and their carers.
continue to improve and develop services, welcoming comments and suggestions.
remain approachable and accessible according to statutory Terms of Service.
comply with relevant national standards and regulations.
Confidentiality
All patient information is managed in accordance with national guidelines and the surgery is registered with the Data Protection Agency. Patients who register with the practice will have their medical details held on computer and manual records. All staff who work within the practice will have access to this data and will have signed a confidentiality agreement. Each patient has a right of access to his/her own record originating from November 1991.
Comments & Complaints
The practice welcomes constructive comments regarding its provision of a comprehensive and efficient service. We also have an informal complaints procedure. The reception staff will supply details if required, so that we may speedily resolve a problem that may be causing you concern. Alternatively, you may contact the practice manager.
Zero Tolerance
The practice adopts a zero tolerance policy towards violent or abusive patients. NHS Regulations state: "Extreme violent, abusive or threatening behaviour will result in the immediate removal of a patient from a practice list. Patients' names will be placed on a Violent Patient Register after two incidents of violence have been reported to the Police by General Practitioners".
Berkshire West Primary Care Trust
Balmore Park Surgery provides its patient services under a contract with:
Berkshire West Primary Care Trust (PCT)
57 - 59 Bath Road, Reading
RG30 2BA
Tel: 0118 982 2976
Fax: 0118 982 2764
Freedom Of Information
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 to routinely make available. A copy of this scheme is available from reception.
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