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Patient Charter

King’s College Health Centre is an NHS GP surgery. It is therefore bound by the same rules of confidentiality as any GP surgery in the country. What is said in your consultations at the Health Centre is not disclosed to any third party (including the College) without your express permission, except in exceptional circumstances when life may be at risk.

The Patient Charter sets out our service level agreement as well as what we expect from our patients.

We agree to:

  • Greet you courteously and treat you with respect at all times. The Health Centre has a policy of non-discrimination regardless of age, race, ethnicity, religion, sexual orientation, gender identity or disability. The Practice believes in fairness and equality and above all, values diversity in all our work as a provider of health services.
  • Make every effort to see you promptly. Our aim is a maximum delay of 20 minutes from the time of a booked appointment. You will be informed of any major delays.
  • Respect your confidentiality. Everyone working for the NHS has a legal duty to keep information about you confidential, except for very rare circumstances prescribed by law. Your medical records, both written and computerised, are kept secure and access restricted to practice staff. We only use or pass any information about you to other health professionals involved directly with your care or with your expressed permission. Anyone who receives information from us is also under a legal duty to keep it confidential. Requests for copies of your medical records or other information about you will only be released to third parties, not involved in your medical care, with your explicit consent, except when not doing so would be deemed to put you or other members of the general public at risk.
  • Give you access to your medical records subject to any limitations in the law, and keep your computerised medical records under the terms of the Data Protection Act.
  • Inform you of our services, using the practice website, booklet, posters and leaflets.
  • See you the same day if you have an emergency medical problem.
  • Allow you to decide whether to take part in research/training.
  • Have routine appointments with the medical staff available within five working days.
  • Offer you a health check when you first come to register at the Health Centre
  • Have a nurse available for telephone advice between 09:00 and 11:00 Monday to Friday.
  • Offer advice to promote health, for example exercise, diet, stop smoking, and self-help for minor ailments.
  • Have repeat prescriptions ready to collect within two working days.
  • Arrange a home visit if you are too ill to attend the Centre.

In return we expect you to:

  • Treat the staff with courtesy and respect at all times. (Any patient acting violently towards staff and/or other patients will necessitate us to call the police and your name will be removed from the Health Centre list of patients)
  • Attend appointments on time. (You will be asked to rebook if you are 10 minutes or more late for your appointment).
  • Make every effort to attend the Health Centre when you have an appointment to make the best use of medical and nursing time. Please note our Policy for lateness and missed appointments.
  • Tell us if you change your name, address or telephone number by emailing, calling or coming to the Health Centre.
  • Tell us all the details of your past illnesses, medications, hospital admissions and any other relevant information.
  • Make an appointment for one person only. 'One patient - one appointment'.
  • Not abuse the emergency appointment system. Only emergency medical conditions can be seen in emergency appointments.
  • Give at least 24 hours notice if you are cancelling an appointment.
  • Only ask for a home visit if you are too ill to visit the Health Centre.
  • Read the practice booklet or our website as both contain important information.
  • Let us know if you feel there are things you want to see improved or changed at the Health Centre.
  • Be aware of patient confidentiality and arrange your own appointments

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