Patient rights and responsibilities

You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the very best care possible within the resources available.

In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given.

Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

Violent patients – Zero tolerance

The NHS operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.

In this situation we are obliged to notify the patient in writing providing the patient with a warning regarding their behaviour. Upon it occurring again we would write advising of their removal from the list and record in the patient’s medical records the fact of the removal and circumstances leading to it. The PCT is then responsible for providing further medical care for such patients.

Access to patient information

Confidential patient data will be shared within the practice health care team and with other health care professionals to whom you are referred for care. Your data may be used by those clinical teams providing your care for the essential purpose of clinical audit.

Confidential patient data may also be required for the broader purposes of public health and audit, research, the provision of health care services, teaching and training. Data disclosed will be kept to the minimum required to serve the purpose and if possible will be anonymised before disclosure.

Confidential and identifiable patient information will not be disclosed otherwise without explicit consent, unless; is a matter of life and death or serious harm to you or to another individual
2. it is overwhelmingly in the public interest to do so
3. there is a legal obligation to do so.

In all of these circumstances the minimum identifiable information that is essential to serve the purpose may be revealed to someone with a legal entitlement to access the data for that purpose. All individuals with access to your data have a professional and/or contractual duty of confidentiality.

If you are concerned about any of the ways in which your confidential data may be used further information is available from the practice manager. You are entitled to register an objection, which will be respected if this is possible.

Chronic Disease Management

The new contract has very important consequences on the management of certain chronic diseases such as heart disease, diabetes mellitus, asthma and chronic bronchitis. It will also help in the management of people who have suffered strokes, thyroid problems and mental illness. It is now known that if conditions are reviewed regularly and their management optimised then long-term consequences can be prevented.

To standardise treatment across England a quality framework for these conditions has been set up using national guidance and evidence based treatments.

The good news is that this will help save lives; the bad news is only that regular attendance is required probably 3 to 12 monthly whether you feel well or not. These chronic diseases will be run by our excellent nurses who are better qualified at these tasks than the doctors who will do what they do best -diagnosing and initiating treatment.

Recent surveys show that we have been meeting these guidelines already but we are still aiming for the best care possible. New treatments will be introduced when shown to be better than older treatments.

In Carly, Caroline and all our hard working and caring district nurses I know we have the best team.

As a matter of interest, our first survey shows us to be in the top 5% of practices surveyed.

Flu Vaccinations – “Get Your Jab in First!”

All people aged over 65 years and those in at risk groups, such as those suffering from Diabetes, Heart Disease, Asthma, COPD or Renal Disease, will be entitled to a free flu jab. This will help protect you during the winter months from an illness, which can so easily lead to serious complications.

The occasional bout of flu is not a serious matter for most healthy people. But if you are vulnerable, flu can lead to complications such as pneumonia or bronchitis and this applies at any age.


If you have a complaint, suggestion or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

How to Complain:
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at the most a few weeks – because this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint, within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the Practice Manager or any of the doctors. Alternatively you may ask for an appointment with the Practice Manager in order to discuss your concern. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we will do in response:
We shall acknowledge your complaint within five working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we aim to:

Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned, if you would like this
Make sure you receive an apology, where this is appropriate
Identify what we can do to make sure the problem does not happen again.
The in-house procedure does not affect your right to make a formal complaint to the Bournemouth & Poole Primary Care Trust if you wish, nor does it affect your right to seek compensation in law.

Complaining on behalf of someone else:
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) or providing this.

Should you not wish to complain directly to the Surgery you can send your complaint to the Dorset Advocacy Service. Contact details below.

Dorset Advocacy Service
Unit 13-15
Jubilee Court
Paceycombe Way

Tel: 0300 343 7000


Are you caring for someone who has a long term health condition?

If so, please let us know. We may be able to give you important help and advice. Caring may affect your own health and treatment.

This practice has a lead worker for carers. Please ask if you would like to talk to our Carers Lead.

When you tell us that you are caring for someone we will place your details on our Carer’s register so that practice staff are aware you are a carer. We will not share this knowledge with anyone else without your permission.

We will try to help you if your caring responsibilities mean that you have difficulties attending appointments. You are also eligible for an influenza vaccination.

As a carer you will be entitled to a Social Services Carers Assessment. The assessment gives you advice and information and may help you to get practical help with caring if you wish.

Contact the Social Services Department where the cared for person lives to ask for an assessment. This is a free service.

If the cared for person lives in Poole contact:
01202 633902 – Social Services Help Desk

If the cared for person lives in Bournemouth contact:
01202 454979 – Care Direct

Free, confidential advice for carers contact:
0808 802 02 02 – NHS Carers Direct

Benefits advice for Carers / Cared for person contact:
0800 991 234 – Aged 60+

0800 055 6688 – Under 60


We are happy to provide a chaperone during consultations if patients would like one. However, if possible, we would be grateful if you could inform the receptionist when making your appointment that one is required so that we can ensure a suitable person is available.