Practice Charter

The Patients Charter for England

The practice fully supports the Patients Charter. More information on this issue can be obtained from the practice manager.

Patients' Responsibilities - Help Us To Help You

To help the practice provide the best possible service to our patients, we would ask you to:

• Notify us if you cannot attend an appointment.
• Arrive promptly for your appointment.
• Notify us if you change your address or telephone number.
• Show consideration to other patients and staff at the surgery.
• Give your health care provider as much information as possible.
• Follow the prescribed and agreed treatment plan.

PALS - Patient Advice and Liaison Service

For confidential advice and support to patients, families and their carers as well as information on NHS and health-related matters you can contact the Patient Advice and Liaison Service (PALS) operated by Crawley Primary Care Trust on 01293 600300.

Complaints & Comments

We operate a complaints policy in line with NHS complaints procedure. Should you have a complaint or wish to comment about the service you have received from the practice this should be made in writing directly to the branch manager. Complaints concerning the out of hours service should be made directly to West Sussex PCT, Crawley Hospital, 3rd Floor, West Green Drive, Crawley, West Sussex RH11 7DH. Telephone 01293 600300.

Access to Information and Data Protection Act 1998

Information given to the surgery by patients may be recorded and could be shared with other organisations in order to provide patient care. It might also be used to support clinical audit and other work to monitor the quality of care provided.

Patients have the right to object to information they provide in confidence being disclosed to a third party in a form that identifies them, even if that third party is someone who might provide essential healthcare.

Patients have the right to see their medical records. Where copies of records are requested, a fee will be charged in accordance with the Act. Please contact your branch manager for further information.

Violent Patients

It is the aim of the Woodlands/Clerklands Practice to provide a safe and pleasant environment in which patients and visitors may receive healthcare and staff may carry out their work free from anxiety. A Code of Conduct is displayed in our surgeries outlining how we expect patients to behave when attending or telephoning the surgery. Any person acting in an unacceptable manner will be dealt with in accordance with the Code. Violent behaviour will not be tolerated and will result in police prosecution and removal from the practice list.

Freedom Of Information

The Woodlands/Clerklands Practice conforms to the requirements of the Freedom of Information Act 2000. A publication scheme has been produced in accordance with the Act, a copy of which can be obtained by writing to the practice manager.