The Practice is one of a few in the country to be registered to ISO 9001:2008. This international standard enables participants to demonstrate that they are committed to quality and have designed systems to ensure that the organisation is constantly looking to improve its services. This is achieved through the following:

• The implementation of a quality system based on the requirements of ISO 9001:2008.
• Identifying training needs of all members of staff and taking appropriate action to address these needs.
• A commitment to the standards set out in the General Practioner Contract.
• Ensuring our suppliers, professional advisors and other health agencies are aware of and support our commitment to providing a quality service.
• Using materials and equipment of the required quality standards.

Evidence of the effective functioning of our quality system is provided by:

• Comprehensive audit and review of the quality system to a formal programme.
• Regular feedback to all personnel on customer care and quality standards.
• Dedicated clinical and administrative staff providing information to patients with any query or complaint about our services.

Richford Gate Medical Practice is committed to achieving patient satisfaction through the provision of Quality services. The above policy statement has been issued to all employees and it is a practice requirement that all employees understand the content and are committed to helping the practice achieve its aims.

We are approved as a training practice to help qualified doctors in the last stage of their preparation to become GP's. Since we are involved in training, we do occasionally use video recordings of our consultations. These are recorded only with the patient's consent and are used for carefully controlled training purposes only. We would be very grateful if you would consider helping us to keep our high standard of medical care by agreeing to take part in a video consultation if requested.

We are an approved research centre for a range of medical trials. We may occasionally invite patients to participate in an approved trial. Patients only take part if they would like to do so. Data is only used with patient's consent.

The Freedom of Information Act 2000 aims to produce a culture of openness in public bodies, by providing members of the public with the right to access information held. The main purpose behind this is to show how public money is being used. GP practices, although not government owned, are considered to be "public bodies" for the purposes of this Act. Therefore members of the public (not necessarily patients) can request information from them.

This right came into force in 2005. GP practices are required to make information available via a "publication scheme". This may be held in paper form or by electronic means. It will include information commonly requested and is available on request. The practice's publication scheme follows the model scheme for GP practices approved by the Information Commissioner. FEES The information contained in the publication scheme are available at no charge. In some circumstances, a fee may be charged for the provision of information, and the classes of information incurring a fee are listed in the publication scheme document. Please ask reception for a copy

How Up To Date is the Information?

The practice complies with the principles of the Freedom of Information Act, and as such updates the publication scheme document on at least an annual gnificant basis, and at other intervals during the year if si changes occur. of the The publication scheme itself will contain the date latest update.

What Sort of Information is Available?

The following is avilable upon request:

• Fees and charges
• Format of the publication scheme ions)
• Information held by the practice (with some except
• How information requests are processed ip to the
• Details of the practice, structure, and relationsh NHS
• Services provided
• Financial and funding information
• Regular publications and public information
• Complaints policies and procedures
• General policies and procedures clinical Note: Information related to individual / health / records is not available under this legislation.

Please ask reception for details of access for this purpose under the Data Protection Act. A separate leaflet is available.