Your rights:
Registering as a patient:
Please attend one of our surgeries and ask for a registration pack. Our staff will check that you are living within our Practice area (please refer to section below). Once the forms are completed they should be returned to the receptionist, you will also be asked for some form of ID (Passports, Driving Licences, Utility Bills, Benefit Book are all acceptable).
Practice Area:
King's Lynn, West Lynn, Clenchwarton, West Winch, North and South Wootton, Roydon, Pott Row, Grimston, Gayton, Middleton, Ashwicken, Leziate, Bawsey
Your rights and responsibilities:
Your rights and responsibilities are outlined in the Practice Charter, which is available on the practice noticeboard (will be available for download soon)
In particular we always treat you with respect and offer you the highest possible clinical care we can. We expect you to treat our team with courtesy and respect. We expect you to keep appointments or cancel them if you can not attend, so that they may be used for other people. Repeated non-cancellation may lead to removal from the Practice list.
We follow the NHS Zero Tolerance Policy on violence and aggression towards our team. You will receive a warning or be removed from our list if this occurs.
Personal information:
Information about you is held on both paper and computer, and is maintained with utmost confidentiality. Access to your medical records is restricted to the Surgery team, which may include attached staff and other clinical professionals providing care for you.
Relevant medical information may be sent to other healthcare professionals you are referred to as part of your care. This may include hospital specialists. Once again, your records and information will be handled in full confidentiality.
Any identifiable information about you will NOT be shared with anyone without your written consent. The exception may be where the law demands it, but these circumstances are rare.
The surgery has Data Protection Registration.
Access to Medical Records:
Access to health records under the "Data Protection Act 1998" entitles you to view and have copies of your computerised health record. A guide document is available on request explaining the process. All requests for access must be made in writing if you wish to view the information that we hold about you. An appointment will then be arranged for you to view the records. A small fee will be charged for this, with additional charges for additional copies. The application form for accessing medical records will be available for download shortly.
Non-English speakers:
For patients who are non-English speakers, we are able to access the service of interpreters. This service can be provided by telephone or by the attendance of an interpreter for appointments booked in advance.
The surgery has a touch screen computer at which you can enter your own measurements and make health recording. The screen can operate in a variety of alternative languages.
Comments and complaints:
Our staff are always happy to receive comments about the service that we provide, a suggestions book is available at reception.
If you wish to receive a response or make a complaint please ask to speak to the Practice Manager or Reception Supervisor. The Practice has a complaints policy available to patients (will be posted for download shortly) which is displayed on the surgery notice board or available on request.
All complaints will be dealt with in complete confidence and fully investigated.
Independant advice may be sought through ICAS on telephone number 0300 456 2370.
Patient Advice and Liason Services (PALS):
When you need health advice, have concerns or are not sure where to turn for help you can contact PALS. They offer a confidential service Monday to Friday, 9am to 5pm. Telephone 0800 587 4132
Primary Care Trust (PCT):
The Practice is within the Norfolk and Waveney Primary Care Trust for commissioning services. The PCT can be contacted at:
Lakeside 400, Old Chapel Way, Broadland Business Park, Thorpe St. Andrew, Norwich, NR7 0WG
Telephone: 01603 257000
This website was created by Nadeem Ahmad, 2008. All content on this website is copyright to Fairstead and St Augustine's Surgeries unless stated otherwise. Last update: 07/03/2013