Patient Information

Kingsbury Court Surgery believe in fairness, equality and diversity. We are committed to actively recognising and championing equality and diversity within our team and the local community, and believe that the patients who use our services, their carers/ representatives as well as our staff should be treated with respect and dignity.

The Partners and wider team are committed to abolishing discrimination on the basis of gender, age, disability, race, religion, sexuality or social class. We endeavour to provide accessible services that are consistently delivered in a way that respects the needs of each individual and does not exclude anyone. We have a zero tolerance towards any level of discrimination towards our patients, visitors or staff.

The practice will embed its equality and diversity values into everyday practice, policies and procedures so that equality and diversity becomes the norm for all. We have a comprehensive Equality and Diversity policy that all members of staff are required to adhere. The Partners also ensure all members of the practice staff undergo regular Equality and Diversity training to ensure we remain aware of current guidelines, legislations, and principles.

What is Equality?

Equality is not about treating everyone the same, it is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities.

What is Diversity?

Diversity is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, commitments outside work, part-time or shift work, language, union activity, HIV status, perspectives, opinions and person values etc. Kingsbury Court Surgery are committed to working towards developing a workforce that is representative of the community it serves.

The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:

• Have a publication scheme in place.
• Allow public access to information held by public authorities.

The act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.

The surgery publication scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:

• Who we are and what we do.
• What we spend and how we spend it.
• What our priorities are and how we are doing it.
• How we make decisions.
• Our policies and procedures.
• Lists and registers.
• The services we offer.

Who can request information?

Under the act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use. 

How should requests be made?

Requests must:

• Be made in writing (this can be electronically e.g. email/fax).
• State the name of the applicant and an address for correspondence.
• Describe the information requested.

What cannot be requested?

Personal data about staff and patients covered under Data Protection Act.

For more information see these websites:

• Legislation GOV.UK
• Information Commissioners Office

Healthwatch was created by the Health and Social Care Act, 2012.

Healthwatch Central Bedfordshire is the local consumer champion promoting choice and influencing the provision of high quality health, social care and wellbeing services for all across Central Bedfordshire.

They are:

Independent- They are independent and you can speak to them in confidence.
The voice of local people- They will listen to you and respond.
Professional- They can speak on your behalf to help improve and drive up the quality of health and social care services and where appropriate put you in touch with other professional services that can help.

Website: https://healthwatch-centralbedfordshire.org.uk/

Telephone: 0300 303 8554

Email: info@healthwatch-centralbedfordshire.org.uk

Patient’s rights

Kingsbury Court Surgery are dedicated to providing our patients with outstanding healthcare services.  We have a large, diverse and experienced team who work together in order to meet the needs of our patients.

At all times, practice staff at Kingsbury Court Surgery will:

• Treat all patients with courtesy and respect.
• Consult patients at all times regarding the care and attention that they will receive.
• Promote privacy and confidentiality, ensuring all details disclosed to staff are treated with the upmost sensitivity.
• Try to enable you to see a clinician of your choice, subject to staff availability.
• Ensure our telephone system provides the details of out of hours services should the surgery be closed.
• Endeavour to have any repeat prescription requests processed within 2 working days. Should there be any reason that your prescription cannot be fulfilled, you will be notified accordingly.
• Provide up to date information on the services the surgery provides to our patients by way of leaflets, posters and social media updates

Patient’s responsibilities

With these rights come responsibilities for our patients. Practice staff would therefore kindly request that you:

• Treat all practice staff, both clinical and administrative, with the same respect that you wish to be treated with.
• Arrive in plenty of time for your appointment. Patients who arrive more than 10 minutes late may not be seen and advised to rebook the appointment.
• Appointments are in a extremely high demand. Unattended appointments waste valuable clinician time as well as prevent other patients receiving the urgent treatment they need. If you wish to cancel your appointment, please telephone the practice at your earliest convenience.
• Obtain self care advice from  your local pharmacist for any minor illnesses or use NHS online.
• Ensure you follow up with any test results or investigations organised for you.
• Request your repeat prescriptions in plenty of time, allowing for our 48 hour processing window.
• Understand that an appointment is for one person only. When another member of your family needs to consult with a clinician, another appointment must be organised.
• Notify the surgery should you have any change in personal details as soon as possible. Such changes may occur when you marry, divorce, move home or change your telephone number. You can do this online by visiting our Updating your details page.
• Attend the surgery if you are able to. Home visits should be medically justifiable and not requested for convenience.
• Read all practice leaflets or information that we provide you with. They are there to help you improve upon your health and well- being or enable you to use our services. If you need a more accessible form of these leaflets, please let us know.
• Give us your feedback or your views by completing our Feedback form. Patient suggestions, ideas, or comments of complaint are important to practice staff as they enable the team to further improve service provision.