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Practice Policies


How Scott Road Medical Centre implements

 the NHS Constitution



The Practice:

    • Provides a comprehensive service, available to all irrespective of age, disability, gender reassignment, race, religion or belief, sex or sexual orientation and has a duty to respect their human rights.
    • Promotes equality through the service, providing and paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
    • Provides access to services based on clinical need, not on an individual’s ability to pay.
    • Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.
    • Ensures that it is effectively led and managed and our staff receives relevant education, training and development.
    • Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.
    • Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
    • Is accountable to the public, communities and patients that it serves.
    • Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.

Patient Rights

Patients have the right:

    • To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
    • To access NHS services and not be refused access on unreasonable grounds.
    • To receive care and treatment that is appropriate to them, meets their needs and reflects their preferences.
    • To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
    • In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
    • Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or martial or civil partnership status.
    • To access certain services commissioned by NHS bodies within maximum waiting times or for the NHS to take reasonable steps to offer you a range of suitable alternative providers if this is not possible. The waiting times are described in the Handbook to the NHS constitution.
    • To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
    • You have the right to be cared for in a clean, safe, secure and suitable environment.
    • To expect NHS bodies to monitor, and make efforts to improve continuously, the quality of healthcare they commission or provide. This includes improvements to the safety, effectiveness and experience of services.
    • To drugs and treatments that have been recommended by NICE for use in the NHS, if their doctor says they are clinically appropriate for them.
    • To expect local decisions on funding or other drugs and treatments to be made rationally following a proper consideration of the evidence. If the local NHS decides not to fund a drug or treatment them and their doctor feel would be right for them, they will explain that decision to them.
    • To receive the vaccinations that the Joint Committee on Vaccination and Immunisation recommends that you should receive under an NHS provided national immunisation programme.
    • To be treated with dignity and respect, in accordance with their human rights.
    • To be protected from abuse and neglect, and care and treatment that is degrading.
    • To accept or refuse treatment that is offered to them, and not to be given any physical examination or treatment unless valid consent has been given. If they do not have capacity to do so, consent must be obtained from a person legally able to act on their behalf, or the treatment must be in their best interests.
    • To be given information about the test and treatment options available to them, what they involve and their risks and benefits.
    • To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
    • To access their own health records and to have factual inaccuracies corrected.
    • To be informed about how their information is used.
    • To request that confidential information is not used beyond their own care and treatment and to have their objections considered, and where their wishes cannot be followed, to be told the reasons included the legal basis.
    • To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
    • To express a preference for using a particular doctor within their GP Practice.
    • To transparent, accessible and comparable data on the quality of local healthcare providers, and on outcomes, as compared to others nationally.
    • To make choices about their NHS care and to information to support these choices.
    • To be involved in planning and making decisions about their health and care, and to be given information to enable them to do this. Where appropriate, this right includes your family and carers. This includes being given the chance to manage your own care and treatment, if appropriate.
    • To an open and transparent relationship with the practice. They must be told about any safety incident relating to their care which in the opinion of a healthcare professional, has caused, or could still cause, significant harm or death. They must be given the facts, an apology, and any reasonable support they need.
    • To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
    • To have any complaint they make about NHS services acknowledged within three working days and to have it properly investigated.
    • To discuss the manner in which the complaint is to be handled, and to know the period within which the investigation is likely to be completed and the response sent.
    • To be kept informed of progress and to know the outcome of any investigation into your complaint, including an explanation of the conclusions and confirmation that any action taken
    • To take their complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if they are not satisfied with the way their complaint has been dealt with by the NHS.
    • To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
    • To compensation where they have been harmed by negligent treatment.


Patient Responsibilities

    • To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.
    • To register with a GP practice.
    • To treat NHS staff and other patients with respect and recognise that violence or the causing of nuisance or disturbance on NHS premises could result in prosecution. They should recognise that abusive and violent behaviour could result in their being refused access to NHS services.
    • To provide accurate information about their health, condition and status.
    • To keep appointments, or cancel within reasonable time. Receiving treatment with maximum waiting times may be compromised unless they do.
    • To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.
    • To participate in important public health programmes such as vaccination.
    • To ensure that those closest to them are aware of their wishes about organ donation.
    • To give feedback – both positive and negative – about the experience and the treatment and care they have received, including any adverse reactions they may have had. They can often provide feedback anonymously and giving feedback will not affect adversely their care or how they are treated. If a family member or someone they are a carer for is a patient and unable to provide feedback, they are encouraged to give feedback about their experiences on their behalf. Feedback will help to improve NHS services for all. 

Practice Staff Rights

Practice Staff have the right:

    • To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives;
    • To have a fair pay and contract framework;
    • To be involved and represented in the workplace;
    • To have healthy and safe working conditions and an environment free from harassment, bullying or violence;
    • To be treated fairly, equally and free from discrimination;
    • can in certain circumstances take a complaint about their employer to an Employment Tribunal
    • To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld;
    • To raise any concern with their employer, whether it is about safety, malpractice or other risk, in the public interest, without suffering any detriment.

Use of Clinical Data

As part of this Practice's contribution to the study of clinical care, we provide important anonymised information on diseases and treatments for research by third parties including academic, patient and commercial organisations. No identifiable information such as your name and address is provided. These data are combined with similar data from many other practices to give more than 1 million anonymised records. Such information contributes to our understanding of health and health care.

This practice is registered under the Data Protection Act, Registration Number Z4597556.

Patient Records and Confidentiality

All records of patient contact, correspondence and results are held on computer. There is a comprehensive system of back up to ensure complete security. Under the terms of the Data Protection Act patients have a right to view their records. Application to view the records should be made in writing to the practice manager. We reserve the right to charge an administration fee for the production


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