Practice Charter

All the members of the practice team are committed to providing the best possible care for our patients. This will be achieved by working together.

Help Us To Help You

You the patient are entitled to:-

Be greeted helpfully and efficiently at the reception desk and on the telephone.
Total confidentiality.
Be offered a health check on joining the practice.
Expect that patients with urgent medical conditions will be given priority and will be seen as soon as possible, even when this will cause delay to booked patients.
Be seen within one working day should you have a medically urgent complaint.
Have access to your medical records subject to any limitations in the law.
Receive the most appropriate care, given by suitably qualified people.
Choose whether or not to take part in training of medical students.

With these rights come responsibilities, and for our patients this means:-

As the staff should treat the patients with courtesy and friendliness, so the patients should treat the staff. They are working under doctors’ orders and in the interests of all.
A doctor’s time is limited with many patients to see.
Please do not delay the doctor unnecessarily.
An appointment is for one person only.
Be on time for appointments and give adequate notice of a cancellation.
Keep the practice informed of any change of address or telephone number.
Allow 48 hours to process your repeat prescription. It is your responsibility not to run out of medication. Always make your request in writing.
Out of hours calls are for medically urgent problems. Please remember this is an emergency service.

You Can Help Us To Provide An Effective Service By:

Treating members of the practice team with courtesy and respect - just as they will treat you.
Keeping appointments and being on time or giving as much notice as possible if you wish to cancel or alter an appointment.
Coming to the surgery whenever possible and only requesting a home visit if you are not well enough to get to the surgery.
Asking for home visits before 10.00am whenever possible.
Informing the practice of any change of address or circumstances and making sure the practice has your telephone number (home and work if possible).
Making requests for repeat prescriptions in good time.

Data Protection Act – Patient Information

We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.

CCTV

For the protection of patients, their belongings and the staff, closed circuit television is in constant use throughout the building.

Comments & Complaints

All patients have individual needs and worries at different times. All our staff have, at times, very difficult jobs to do. Despite our best efforts, communications sometimes fail. Should you have any comments, complaints or suggestions regarding the practice, we would be grateful if you could make your views known to the practice manager by letter. If you feel you would like to thank a member of staff, the practice manager will be pleased to see that your comments reach the appropriate person. We operate an informal, in-house complaints procedure to deal with your complaints and aim to investigate complaints quickly and react appropriately. Full details are available at reception.

Zero Tolerance

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Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

The scheme is available on request.