Rights and Responsibilities of Patients

CHANGE OF ADDRESS AND/OR TELEPHONE NUMBER

Please be sure to inform us of any changes to your address, landline telephone number
and mobile number. It is important that we are able to contact you should the need arise.
Any of our existing patients that move out of our area, but are still on Portsea Island will
be able to remain with this surgery if they so choose.

DID NOT ATTEND (DNA)

If you fail to attend a pre-booked appointment you are wasting valuable staff and/or GP
time. As a result patients who constantly failing to attend their appointments will be
asked to move to another GP Surgery. Full details of how our system works is available
on request. We also offer our cancellation phone line to make cancelling appointments
easier and hopefully avoid this course of action.

CONTINUITY OF CARE

We seek to ensure patients receive relevant care from the same clinician wherever
possible. However, due to leave and other commitments this is not always the case.
Your medical details are on the computer system and are available to any clinician so
they will be able to provide you with the care that you need.

REFUSAL TO SEE A SPECIFIC CLINICIAN

As a Practice we expect patients to be willing to see any of our clinical staff and failure
to agree to this requirement will result in our asking you to find an alternative GP
Practice. This policy is available on request at reception.

ABUSIVE OR VIOLENT BEHAVIOUR

All staff members at Baffins support the ‘Zero Tolerance Campaign’ to ensure patients
and NHS Staff are free from risk of physical and/or verbal abuse. Any such incidents
will be reported to the Police and the patient or families removed from the Practice List.
If a patient has a history of violent behaviour the Practice has the right to include
security staff at the consultation. These staff will assist along with the Police should any
violent incidents occur.

COMPLAINTS

We sincerely hope that occasions for complaint will not be necessary but if you do have
a complaint or concern about the service you receive, please ask the reception staff for a
complaint procedure sheet and/or form. Your concern will be dealt with as quickly as
possible as it is our aim to provide a friendly and pleasant service to all our patients.

PATIENT FEEDBACK

We welcome and appreciate any views or suggestions you may have regarding any aspect of our service, including our website - please feel free to contact us. You may wish to download and print our patient feedback form then complete and return it.