Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else.

Here at Whyburn we are committed to providing support for the carers on our patient register. For further information please see our 'Carer Support' section in Local Care and Organisations.

Chaperones

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Business Manager. 

Problems or Complaints

We hope that you will be happy with the services that you receive from the practice. However, there may be an occasion whereby you wish to make a complaint and in these circumstances you should write to or make an appointment to see our Business Manager.

Patient Charter

The doctors and staff are committed to providing a high quality medical service to our patients, and to treat all patients and visitors with respect and courtesy. We will endeavour to provide you with or direct you to such diagnostic, therapeutic and preventative services as will ensure the best outcome for your problems within the constraints of what is possible, reasonable and practicable.

We ask that patients and their families treat us with respect and courtesy. The health centre has a policy of removing any patient from our list who is verbally or physically abusive towards staff or other patients.

Patients Responsibilities

All patients are responsible for keeping their appointments and updating the practice if they change their name, address and telephone number etc. If you fail to attend for 3 appointments you may be removed from this Practice List and have to find an alternative Doctor.

Practice Computer Systems

We keep medical details of all our patients on our computer and in the traditional medical record envelopes. The computer helps us with the administration and in the important area of preventive medicine. You may be asked to complete a Patient Health Questionnaire to help keep our records up to date.

Information held on the computer is accessible only to staff with the necessary passwords. It is entirely confidential and we comply with the requirements of the DATA PROTECTION ACT.

If you wish to see your case notes please make an appointment with the Practice Manager who will arrange a convenient time. There will be a small charge for this service.

Freedom of Information Act

Information available from Whyburn Medical Practice under the Freedom of Information Act model publication scheme can be obtained from our Business Manager.

Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.