The Pikes Lane Centre

WHAT TO DO WHEN THE SURGERY IS CLOSED (EMERGENCIES ONLY)

If you require general advice, please telephone NHS Direct on 0845 4647. If you have an urgent problem that requires a doctor when the surgery is closed, please always telephone 463636. Your call will then be transferred to another service, so please allow time for this process to take place. Have a pen and paper to hand and follow the instructions given each time. Please do not arrive at the surgery without prior arrangement; if your problem can wait then please telephone again when the surgery is open.

DISABLED ACCESS

This is available at the side of the building.

COMPLAINTS/SUGGESTIONS

We pay special attention to the friendly atmosphere and high standards in our surgery. We are always willing to listen to any comments, suggestions or even complaints. Our practice manager, Mr Neil Gregory, will be happy to discuss these with you. Any complaints will be dealt with both speedily and fairly under the practice complaints procedure. Your comments will help us to provide you with a better service.

ZERO TOLERANCE

The practice operates a 'zero tolerance' policy with regard to violent or abusive behaviour. We ask that you treat your GP and staff properly and courteously. Where violence is used, the surgery security officer and the civil police may be called.
In all such circumstances steps will be taken to remove the patient concerned from our practice list.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

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.
This scheme is available from reception.

DATA PROTECTION ACT AND CONFIDENTIALITY

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. For the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team. Information might also be passed to other organisations who could be involved in your care.
There could be times when we may use some of the information in an anonymised form for other reasons. For example:

• To help us protect the health of the public
  
• To promote the efficient operation of the NHS, eg forward planning
  
• To train staff

We would also like you to be aware that:

• We may need to keep your relatives or carers up to date with the progress of your care. Your permission to discuss your care with a relative or carer would always be sought.
  
• The NHS central register for England and Wales contains basic personal details of all patients registered with a general practitioner.
  
• Everyone working in the NHS has a legal duty to keep information about you confidential; anyone who receives information from us is also under a legal duty to keep it confidential.
  
• You have the right of access to your health records. A charge may be made for this service.

COMPUTER

The practice has a computer to speed up many administrative tasks. All information is governed by the strict laws of the Data Protection Act and long-standing traditions of clinical confidentiality.