Help us to help you

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot.

We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.

Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
We ask that you treat the doctors and practice staff with courtesy and respect.

Please read our practice booklet. This will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask questions if you are unsure of anything.

Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

Please ask if you wish to see your doctor.

Confidentiality

We ask for personal information so that you can receive care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team, it is sometimes necessary that medical information about you is shared between members of the team.

Comments & Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.

Complaints Procedure

If you have a complaint 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 have a practice complaints procedure as part of an NHS system for dealing with complaints. Any complaint in writing should be addressed to the practice manager. Alternatively, if you wish to speak to someone, please ask for the practice manager. In her absence, please ask for the deputy manager.

Violent Or Abusive Behaviour

The Pines Surgery operates a zero tolerance policy with respect to the protection of its staff. This means that anybody who is violent or abusive in any way (including on the telephone) towards anyone in this practice, be it doctors, members of staff or to the patients, may be removed from the practice lists with immediate effect and without a second chance. Extreme cases will result in the perpetrator being reported to the police.

Freedom Of Information

The Freedom Of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost, and how decisions are made.

This practice fully complies with this Act, and if you require a copy, please contact the practice manger for further details.

Primary Care Trust

Northampton PCT
Highfield
Cliftonville Road
Northampton
NN1 5DN
Tel: 01604 615000