Practice Aims, Policies and Objectives

Non discriminatory policy

This practice has an equal opportunities policy for patients. The aim is to ensure that no patient receives less favourable treatment on the grounds of sex, race, colour, nationality, ethnic or national origin or disability. The practice will do its utmost to ensure that all patients are treated fairly and the practice environment is free from discrimination and harassment. We can access the following services o your behalf, although prior management may be necessary:

full disabled access
interpretation and translation service
sign language and/or lip reading surgeries

Medical records and confidentiality

We are registered under the Data Protection Act. We keep all patients details on computer to help maintain accurate records and more efficient administration. Should you require to see your records please contact reception. We give the highest priority to confidentiality. Medical records are not disclosed to anyone outside the practice without written consent. All members of the practice are bound by strict rules and even the fact you have attended the surgery is regarded as confidential.

Privacy during consultations & examinations

It is the policy of this practice to respect the privacy and dignity of our patients. If you would like a chaperone to be present during a physical examination by a doctor or other health professional you may be consulting at the surgery or if you would prefer to be examined by a doctor or health professional of the same sex as yourself, please let us know and we will do our best to comply with your wishes.

Violent and abusive patients

The practice has a zero tolerance policy with regard to violent or abusive patients. The definition of violence: 'Any incident where a GP or his/her staff are abused, threatened or assaulted in circumstances related to their work, involving, explicit or implicit challenge to their safety, well being or health.

If an incident occurs, the practice will telephone the police and that patient may be referred to the Violent Patient Service provided by the Horsham & Chanctonbury PCT and could be removed from the patient list.

Complaints policy

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets with national criteria. Our practice Complaints Leaflet gives details of the complaints process and is available from reception. Our aim is to give you the highest possible standard of service and we will endeavour to resolve your problem as quickly as possible. Alan Bolt, Practice Manager is the designated Complaints Manager, please contact him on 01798 872815.

Patients can also contact the Patient Advisory Liaison Service (PALS)

How do I contact PALS?

By phone: 01903 505456

By e-mail: palssouth@westsussexpct.nhs.uk

By text: 07881 810776

By writing to: PALS

NHS Sussex

1 The Causeway

Goring by Sea, BN12 6BT

Freedom of Information Act

The Freedom of Information Act became law on 30 November 2000. Dr Hard & Partners conform to the requirements of the Freedom of Information Act and have produced a publication scheme in accordance with the Act; a copy of the Act is available from the Freedom of Information Act website: www.foi.nhs.uk. A practice copy can be requested from the Practice Manager Alan Bolt or viewed on the PMG website.

Pulborough Patient Link

Our patient liaison group (PPL) is now established with a committee. They produce newsletters and organise health and social events. This group provides an important link between the surgery and patients. We hope that many patients will become members and be involved in helping to shape the future of their medical service for the years ahead. Anyone wishing to become a member can obtain an application form from the surgery or contact Patricia Newcombe, membership secretary, on 01798 831601

You can view the PPL's website at www.ppl.org.uk