Practice

Our Mission Statement

We believe that all our patients should be treated with respect and concern, and receive the best possible care. We are committed to delivering services to a high standard and for the benefit of our patients. Princess Street Group Practice is fully committed to the NHS. We are also committed to provide the environment to teach, train and develop all our staff.

How Do I ..?

A useful "How do I..." summary of questions and answers about the Practice, including "How do I request a repeat prescription", "How do I get my test results"

Princess Street Group Practice Achievements

Princess Street Group Achievements in Quality, Training, Patient Surveys & more.

Practice & Patient Feedback

Get Involved with the Practice Focus & Patient Survey Groups

Rights and responsibilities

We aim to:

• Treat you with friendliness and courtesy.
• Respect your cultural and religious beliefs.
• Make sure that patients who do not speak English have access to an interpreter for their consultations.
• Deliver a high standard of care to you with your informed consent at all times.
• Make sure you know the names and roles of members of the practice team you deal with.
• Work in partnership with you in deciding your care.
• Maintain your right to confidentiality.
• Make sure you are seen by a doctor for urgent conditions as soon as possible on the same day.
• For routine appointments we aim to offer you an appointment with any GP within 48 hours.
• Try not to keep you waiting for your appointment and inform you of any delays.

We expect you to:

• Treat the practice team with the same courtesy as you would expect to receive.
• Let us know as soon as possible if you are unable to come to your appointment. We have a very high demand for appointments and this will allow us to book another patient in your place.
• Keep us updated with any changes to your name, address or telephone number.
• Let us have any comments, suggestions or complaints about the service we offer by speaking to our Patient Services Manager or Practice Manager.
• Let us know in advance if you need an interpreter or chaperone.

Confidentiality

We provide a confidential service to all our patients, including those under 16. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. Anything you say to any member of our team will remain confidential and not be passed on to any one else, others of that team - including other family members, parents or carers – without your permission.

There are times when we may need to pass on information about you to other people such as other health professionals, social services, the Primary Care Trust or the Health Authority. This is always done confidentially or by removing your identifying details when they are not essential.

Accessing your medical records

All patients have a right to view your medical records. We require a request in writing and can then organise a time for you to come in and view both your paper notes and a print out of your computer records. We do not charge for this service; however if you require copies printed of any notes we will charge you for the photocopying.

Making a complaint

If you are unhappy with any aspect of the service from the practice you may make a complaint to either the Practice Manager or if not available another manager.

The practice takes all complaints seriously as this may provide the opportunity for individuals to learn or for the practice to change systems. We will always investigate your complaint with any person involved.  You may make a complaint either in person, by telephone or in writing.

Please see our complaints procedure for more information. We do not remove any patient from the list for making a complaint.

Suggestions and Comments

We welcome any suggestions you may have to improve our services. If you have any suggestions or complaints, please speak to the Patient Services Manager or Practice Manager. You can also put comments in the box in the waiting room.

Failure to attend appointments

The practice will write to patients who did not attend three appointments (and failed to cancel them) over the previous 12 months. This is to remind our patients how valuable this resource is and encourage them to cancel any appointments in the future. If within the 3 months of receipt of this letter the patient fails to attend again, then the practice will consider removing the patient from the list.  

Dealing with Violence and Aggression

We do not accept rude, violent or aggressive behaviour towards any member of our practice team. We will remove patients from our practice list if they persistently act in this way.

Data Protection

The practice is registered with the Data Protection Commissioner.