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.
Patient Confidentiality And Data Protection
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.
Computer
The practice is fully computerised and is registered with the Data Protection Act.
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.
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