Practice Charter

Patients Participation Group

When this group was set up in June 2005, it was our intention that it should act as a 'critical friends' forum.

We hope to share our ideas and plans for the future as well as informing the group of government-led changes that are introduced on a regular basis.

We expect the group to feed back thoughts and suggestions on behalf of all patients registered at our practice. Feedback from this meeting will be posted on our website (go to Notice Board)and in our practice newsletters.

We like to keep a pool of about 30 patients in the group and hope to rotate attendance (no more than five or six patients at each meeting) at BI-ANNUAL meetings (or more frequently if necessary).

If you wish to be included please contact Mrs Sue Young, Service & Development Manager.

Comments & Feedback

We welcome any comments and suggestions from patients, and would ask that you put these in writing to us and pass them on to one of our receptionists, or post to us.

Complaints Proceedure

The partners and staff of the Stanmore Medical Centre aim to provide the best service possible. However, there may be occasions when you feel this has not been the case. If you wish to make a complaint, please speak to one of our site managers in the first instance: Mrs Sue McIvor at Crowshott Avenue and Miss Vikki Young at William Drive. If they are unable to offer you the help and assistance required, you will be advised to put your complaint in writing to our complaints manager, Mrs Sue Young. We will acknowledge receipt of your complaint within three working days and will proceed with an investigation immediately. You may be invited to come into the surgery to meet up with the relevant people to discuss the matter further.

If you have any further queries regarding our complaints procedure, please do not hesitate to ask at reception.

Protection & Use Of Information

We ask for information about you so that you can receive the best possible care. We keep that information to ensure that any details presented to your doctor or nurse are accurate and up to date.
We only use or pass on information to people who have a genuine need to see it (referral to hospital/specialist etc).

Everyone working for the NHS has a legal duty to maintain the highest levels of confidentiality - and the computer records we hold are protected under the Data Protection Act 1998.

If at any time you want to know more, please speak to our practice manager.

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 intends to routinely make available.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Suggested Self-Help For Common Conditions

Many conditions get better on their own and can be treated successfully at home.

Colds and Flu

These usually start with a runny nose, cough, temperature and aches. They are caused by viruses and antibiotics are of no use in their treatment. There is no magic cure for the common cold. Treatment consists of taking recommended doses of paracetamol for the temperature and aches, and taking plenty of fluids. Do not worry if you do not eat for a few days, you will come to no harm.

Diarrhoea and Vomiting

In adults and older children, diarrhoea and vomiting will usually get better on its own. Treatment consists of replacing the fluid that you have lost and resting the digestive system by having nothing solid to eat for 24 hours. If the diarrhoea contains blood or there is severe pain or high fever, you should discuss this with your doctor. Small babies and young children should be treated with caution and the doctor will be happy to advise you over the phone and arrange to see you if necessary.

Backache, Strains and Sprains

Many acute strains and sprains will respond to a few days' rest and paracetamol taken for the pain. Backache will usually respond to a few days spent lying on a firm bed on your back. If the symptoms continue, you should consult the doctor.

Head Lice

These creatures prefer clean hair and are not a sign of poor hygiene. Special shampoos can be obtained from the chemist.

The Family Medicine Chest

Here is a list of useful medicines and dressings with a description of their uses. All are quite cheap and worth stocking at home in readiness for minor illnesses.

Keep them in a box or cupboard with a lock - or store them well out of the reach of children.

Remember that your local chemist can give you advice about medicines.