8. Arrangements made for consultation with patients about the operation of Private General Practice Services
The Patient Guide is provided to all patients who visit the practice or they can download it from the Practice website at: www.privategp.com. Consultation with patients concerning the operation of the Practice takes place during the registration appointment, where the contract is clearly described. In particular, the contract which designates that they retain their NHS GP alongside a private GP is firmly designated. A patient exit survey is utilised as feedback for further development of the Practice.
During registration, the Patient Guide is given to each patient and this outlines the working practices of the surgery.
The Practice does not have any in-patients and therefore arrangements being made for contact between in-patients and their relatives, friends and representatives is not relevant.
9. Arrangements for dealing with complaints
This Practice operates a procedure for the investigation of complaints.
Making your complaint to the Practice in no way prejudices your right to complain to the Care Quality Commission, however, should your complaint not be resolved to your satisfaction.
Dr Julia Piper co-ordinates the complaints procedure on behalf of the Practice.
Your complaint should be submitted as soon as possible after the event giving rise to the complaint, within 28 days if possible or at least within 6 months.
Dr Julia Piper will then ensure that all relevant details are recorded and arrange for the complaint to be investigated. We aim to report back to you within 28 days. If this is not possible, the reason for the delay will be explained to you and you will be given a revised date for the completion of the investigation.
If, following the Practice’s explanation, you remain dissatisfied, you have the right to complain to: Care Quality Commission
Newcastle Upon Tyne
Dr Julia A Piper’s General Medical Council Registration number is: 2637833. To confirm Dr Julia Piper’s or any other doctor’s GMC registration you can contact the General Medical Council on 0207 915 3630 or look on the GMC website:
http://www.gmc-uk.org/doctors/register/LRMP.asp e-mail: firstname.lastname@example.org.
10. Data Protection Act
The Practice complies with the Data Protection Act 1998. All information provided by a patient is kept confidential. A patient may request a copy of his clinical notes at any time on payment of an administration charge of between £25 to £50.
11. Arrangements for respecting the privacy and dignity of patients.
The office is completely segregated away from the Reception area and Surgery Rooms. No telephone calls can be overheard. Patients are interviewed on a one-to-one basis in the Surgery setting. The whole ambience is of relaxation and comfort. The examination couches are fully screened. The windows have full blinds and complete confidentiality is retained. Each patient is treated with respect and dignity. Gowns are provided if required.
If the patient wishes, it is possible to have a chaperone. This aspect of care is covered in the registration appointment and also in the client contract forms. No client is ever examined without their full consent. For those patients who do not speak English, consent has to be obtained via a third party, who is usually a family member, and who can translate.