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St Johns Surgery

Practice Charter




We will keep your medical records confidential. Practice staff who have access to records fully understand their duty of confidentiality and their responsibilities to patients and have all had training on handling medical records. Within the NHS we may have to provide information from time to time, for audit, administration etc. Only the minimum information necessary will be disclosed and most of the information will be anonymous. If you have any concerns please request to speak to a Senior Member of Staff. As per the notice displayed in the waiting room, should any patient wish to discuss a matter of sensitive nature you can request to speak to any member of staff in a private room.


Please be aware that no information can be divulged to a third party. Please call yourself whenever possible.


Violent and Abusive Patients


In line with the NHS zero tolerance policy the practice will not accept violent or abusive behaviour towards any member of the practice team or towards any other patient whilst on these premises. The practice will deal with minor cases internally but will refer serious cases to the Norfolk PCT Difficult Patients' Scheme. Referral may well result in removal from this practice list. We would therefore ask patients to be courteous and calm at all times. We expect our staff to behave in this manner at all times.




Our responsibilities to you


We are committed to providing the best possible service to you. The people involved in providing your care will give you their names and ensure that you know how to contact them. All rooms within the Surgery are clearly marked.


An appointment system operates at the Surgery. You will be given a time at which you should be seen. At times due to emergencies or other unforeseeable events appointments may be running late. You will not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.


We will always try to answer the telephone promptly and ensure that sufficient staff are on duty to do this. Staff will be courteous and attentive at all times.


If you have undergone tests we will inform you of the result at your next appointment. If no further appointment has been arranged you will be informed of how to obtain the results.


Patients will be treated as individuals and partners in their healthcare irrespective of their ethnic origin, or religious and cultural beliefs. Every effort will be made to ensure that patients receive any information, which directly affects your health and the care being offered.


The Practice will offer patients advice and information on:-

  • Steps they can take to promote good health and avoid illness
  • Self help which can be undertaken without reference to a doctor in the case of minor ailments

You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.


Your Responsibilities to us


Please let us know if you change your name, address or telephone number. Slips are available from Reception for you to complete with details of any changes. You may also inform us of a change of address via this website by clicking "Change Your Contact Details" on the left hand side.


Please do everything you can to keep your appointment, tell us as soon as possible if you can not so that this appointment may be offered to another patient.


Please only ask for a home visit when the patient is too ill to visit the surgery.


Test results take time to reach us and are only available between 1-1.30 p.m. Monday to Friday on 01945 882021. Please do not ring outside these times and until you have been asked to do so. Enquiries about tests ordered at the hospital should be directed to the hospital and not to the Practice.


Please ensure that you allow two working days when requesting repeat prescriptions.


Norfolk PCT operates a zero tolerance policy. Our staff will always endeavour to provide a high quality service but we do not expect them to work in an environment where abuse or violence is directed towards them. Please be patient and tolerant and treat all members of staff with respect.


Freedom of Information Act


The practice complies with the act. Further details can be obtained from the Practice Administrator.


Data Protection Act


You are entitled to access your clinical record or any other personal details we hold about you. Please apply to the Practice Administrator for details. There is normally a nominal fee and is set by the Government. Please ask the Practice Administrator for this cost.


Our Practice Complaints leaflet is available from reception.


This procedure does not affect your right to make a formal complaint to Norfolk Primary Care Trust, or your right to seek compensation in law.

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