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 Whitburn Health Centre

Practice Charter


Practice Policy On Removal Of Patients


It is practice policy to remove from our list any patient who threatens or verbally abuses any of our staff, or who is violent towards them and any patient who forges prescriptions or medical lines.


Medical Records/Data Protection


The practice makes extensive use of computers to keep administrative and clinical information about patients. This information may be shared with Practitioner Services by electronic links. We are registered under the Data Protection Act. All patients have the right to access the information kept on them. For further information on the protection and use of patient information, please contact the surgery or request a copy of leaflet “Confidentiality – it’s your right”.


Patient/Doctor Agreement


The doctor will try to provide you with a first-class service while you are registered at Whitburn Health Centre. In return we would as you to observe the following guidelines.

  1. Please use the appointment system reasonably and responsibly. For non-urgent conditions appointments can be made several days in advance. Same day and urgent appointments should be reserved for genuinely urgent medical problems. If you no longer require an arranged appointment, please cancel in good time.
  2. At all times be truthful and honest with the doctor and members of staff.
  3. Violent and abusive behaviour will result in you being removed from the doctor’s list. If you are in any way dissatisfied with the Service you have received, please contact the Practice Manager or the Assistant Practice Manager who will provide details of our complaints procedure.
  4. Please avoid requesting unnecessary house calls. Whenever possible, patients should attend the health centre (or the out of hour’s service) unless this is impossible because of your medical condition.

Use of Patient Data


This practice does not generally provide data to third parties as a rule however any patient data issued is only provided to any third party completely anonymised and once the practice are satisfied that this information will not be publicised. Please ask for a copy of leaflet “Confidentiality – it’s your right”.


Patient Responsibilities

  • Please do everything you can to keep your booked appointment. Tell us as soon as possible if you cannot attend your appointment. Those patients who do not keep appointments, they will be written to and if they continue not keeping appointments they may be removed from the practices list.
  • Ask for home visits only when the patient is too ill to come to the surgery.
  • Please leave non-urgent matters until the afternoon to avoid peak times in the morning.
  • We ask that you treat the Doctors and Staff with courtesy, honesty and respect.
  • You are responsible for your own health and the health of your children.

Our Responsibilities


We are committed to giving you the best possible service.

  • Waiting time: We run an appointment system in this Practice. You will be given a time at which the Doctor or Nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without an explanation for the delay.
  • Access: You will have access to a Doctor rapidly in the case of emergency. We will arrange a home visit as appropriate for those who are too ill or infirm to attend the surgery.
  • Telephone: We will try to answer the telephone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a Duty Doctor on the telephone.
  • Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious or cultural beliefs.

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