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Drs  Reed, Campbell, Ferguson and associates
Newton Port
Haddington
East Lothian
EH41 3NF

Tel: 01620 825497

 

Open 8am - 6pm Monday to Friday


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Patient Rights and Responsibilities

 

The Orchard Medical Practice Team will

  • Treat every patient as an individual with dignity, courtesy, respect and confidentiality at all times, irrespective of ethnic origin, religious belief, gender or sexual orientation, personal attributes or the nature of your health problem.
  • Inform you of the services we provide and how to access them and provide information to help you to stay healthy.
  • Value our very important relationship with each patient.  If, in exceptional circumstances, this relationship breaks down, it may be necessary to consider removing a patient from the practice list.

In return the Patient must

  • Treat doctors, nurses and all practice staff with equal dignity, courtesy and respect at all times.
  • Be on time for your appointments and advise the surgery as soon as possible if you cannot keep an appointment.
  • Advise the surgery if you move home or change your name or contact details, especially your telephone number, or if your personal circumstances change in any way that might affect your health.
  • Please let us know if you are unhappy with any aspect of the practice.  You can either speak to any member of the practice staff or put a complaint in writing to the Practice Manager.

 

Zero tolerance policy

 

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and all other staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and all other staff courteously and act reasonably.  All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behavior has been unreasonable.   However, aggressive behavior, be it violent or verbal abusive, will not be tolerated and may result in you being removed from The Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

 

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of The Practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

 

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behavior and keeping the other family members could put doctors or other staff at risk.


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