Parker Drive Medical Centre & Manor Medical Centre

DR H V TRIVEDI & PARTNERS

Our practice is a PMS Practice that offers personal medical services to patients. This is a locally based contract between the practice and the Leicester City PCT aiming to meet the local health care needs of our practice population.

The address for the PCT is:

Leicester City Primary Care Trust
4th Floor
St John's House
30 East Street
Leicester LE1 6NB

Tel: 0116 295 1100
Fax: 0116 295 1111

PRACTICE CHARTER

Our practice aims to provide appropriate and accessible primary healthcare services to meet the individual and cultural healthcare needs of our practice population.

Patients will be treated with courtesy and understanding where confidentiality will be maintained at all times.

We aim to:

• Enable you to see a doctor the same day if the problem is medically urgent.

• Provide a home visit if ILL HEALTH prevents you from attending the surgery.

• Process your repeat prescription requests within two working days and ask you to see a doctor/nurse every three months for a check-up if you are receiving regular medication.

• Run surgeries and clinics on time.

• Keep you informed of the services we offer and any appropriate information that affects your health and treatment.

Help Us To Help You:

• To provide an efficient and effective service by treating us with courtesy and understanding.

• Only request a visit out of surgery hours if it is a REAL EMERGENCY.

It is essential that you:

• Arrive promptly for your appointment.

• Cancel appointments you cannot attend as soon as possible. Repeated failure to keep appointments without cancelling them may result in removal from our list.

• Respond to letters immediately upon receipt.

• Inform us of any changes to your name/address/telephone number.

COMMENTS AND SUGGESTIONS

Any constructive suggestions and comments on how we can improve our services will be most welcome.

COMPLAINTS PROCEDURE

If you feel that any aspect of our service has been less than adequate we would invite you to discuss this with our practice manager or Dr Trivedi/Senior Partner (by arrangement with reception). If you are still dissatisfied or prefer not to discuss the problem with the practice, you may address your complaint to: Complaints Manager, LCPCT, 2nd Floor, St John's House, 30 East Street, Leicester LE1 6NB.

INFORMATION ABOUT YOU

The practice is fully computerised and abides by the terms of the Data Protection Act 1998.

Your medical records, both computerised and written, are held within the terms of the Act.

Members of the primary health care team at the surgery will have access to your health records in order to maintain them and manage your health care. The hospitals, Primary Care Trusts and Primary Care Contractor Services (formerly Leicestershire Health) will be allowed access to your records for specific requests only.

Periodically, for audit purposes, PCT staff or outside agencies such as specialist nurses in chronic disease management may need to have access to your medical records if they are supporting us with projects/clinics. All of these persons will act within the terms of the Act.

To maintain our computerised medical records it may also be necessary to allow our computer software supplier and support team to have access to the system. Again all of these persons will act within the terms of the Act.

If you do have any comments or objections regarding the above, please let reception know.

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 intendds to routinely make available.

This scheme is available from the reception.

ZERO TOLERANCE

The practice operates a Zero Tolerance policy against violent or abusive behaviour towards the doctors, their staff or other persons present on the practice premises.

Any patient found to be using violent or abusive behaviour will be removed immediately from the practice list.

PATIENT ADVICE AND LIAISON SERVICE (PALS)

At the heart of PALS' work lies a commitment to ensure that there is help, advice and information readily available to those who seek it, and to resolve patients' problems quickly and with minimum fuss. PALS is in the business of responding to patients' concerns - it is NOT a vehicle to address complaints to the surgery; these must be processed via the existing complaints procedure. PALS will strive to investigate patients' experiences of healthcare in an effort to bring about improvements to services, and will deliver feedback regarding progress to patients where necessary. PALS will act as a focal point for patient and public involvement and will signpost people to NHS public involvement mechanisms (such as patient forums) as part of its commitment to build a responsive and patient-centred culture. PALS may be contacted at:

1st Floor
St John's House
East Street
Leicester
LE1 6NB

Telephone 0116 295 7011.