Cedar House Surgery

'Your guide to the NHS' has replaced the patient's charter. Copies should be available from the surgery or you can telephone (freephone) 0800 555777 between 8.00am and 6.00pm.

If you and your GP decide that you need to see a specialist for further treatment, you can now choose where to have your treatment from a list of hospitals or clinics.

The Patient Advice and Liaison Service (PALS) is available for advice about any aspects of healthcare and NHS services. You can contact the local service via the surgery or by telephone - 0118 982 2829.

Our responsibilities to you

You will be treated as an individual and afforded courtesy and respect at all times.

Respect for religious and cultural beliefs will be honoured.

We will do our best to answer the telephone promptly.

You will be given a time to see the doctor and if there is a substantial delay for any reason, we shall give you an explanation.

It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

We respect the privacy of all our patients including young people. You have the
right to be treated confidentially. Identifiable patient information will only be shared within the practice team and, in the case of referral, to the clinician to whom the referral is made. All members of staff have signed a confidentiality clause in their contracts of employment. Disclosure of identifiable information to any other outside agencies will only be done after receiving written permission from the patient.

Please contact the business manager if you require further information on our confidentiality policies and procedures.

You have the right to information about your own health (illness and treatment, possible side effects, prevention of recurring illnesses etc). We will offer medical advice and information for promotion of good health.

For most medical conditions, if you and your GP decide that you need to see a specialist for further treatment, you can now choose where to have your treatment.

The doctor will give you a copy of a booklet ‘Choosing your Hospital’ together with a unique booking reference number, password and information on how to book an outpatient's appointment.

Routine referral letters for hospital appointments will normally be dispatched within three working days of the referral being agreed with the doctor.

You will be given a copy of our practice booklet on registering as a new patient and offered a health check.

Your responsibilities to the practice

We ask that you treat the doctor and all practice staff with courtesy and respect.

The first hour of the morning is the busiest time. Please keep telephone calls brief. When the surgery is closed, telephone only if you consider the problem urgent.

You are responsible for your own health and that of your children. We hope that you will take some appropriate measures to promote good health. This includes eating a variety of fruit and vegetables, avoiding sugar and processed food and taking regular exercise. Please take the advice given to you at the practice. Let us know immediately if you change your name or address, and remember to give us your postcode and telephone number.

Please follow the practice guidelines for repeat prescriptions, home visits, obtaining test results and appointments.

Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation.

We hope you will use the procedure to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Primary Care Trust. Please note that we must respect a patient's right to confidentiality, and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to the practice manager. We shall aim to acknowledge a complaint in writing within three working days and to give a written summary of the investigation and its conclusions within 10 working days. Occasionally it may take longer, but we will keep you informed throughout.

You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed. If you use this procedure it will not affect your right to complain to the Primary Care Trust. Berkshire West PCT operates a Patient Advice and Liaison Service (PALS). PALS can be contacted on 0118 982 2829 or via e-mail pals.berkswest@berkshire.nhs.uk.

Register of Carers

If you are looking after a relative, friend, neighbour or a child who needs extra help, you are a carer. Please let us know if you are a carer so that we can include you in our register, as help may be available to you.

Primary Care Trust

The practice is part of Berkshire West PCT, which is based at 57-59 Bath Road, Reading RG30 2BA. Information about additional services that are not provided by the practice can be obtained from the PCT.

Freedom Of Information Act 2000

Cedar House Surgery Publication Scheme

Information under the above scheme is available in hard copy from the practice manager.

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.