PATIENT'S CHARTER

All members of the practice team are dedicated to a quality policy to achieve health services which meet the patient's requirements.

What we will do for you

  • You will always be treated with courtesy and respect.
  • We will respect patients' rights of confidentiality and access to medical records within the law at all times.
  • We will always offer the treatment we believe is best, by a suitably qualified person, with your informed consent.
  • We will provide information about our services on our website, in our practice booklets and newsletters.
  • We will make every effort to see you promptly. Medical emergencies will receive immediate attention and there will be an oncall doctor available each day to deal with these.
  • We will offer an appointment within one working day with a doctor for any urgent problem.
  • If you require a specific time and a specific doctor you may have to wait a little longer.
  • Medical advice is available 24 hours a day by dialling 111 for the NHS 111 service.
  • We will inform you how to get results of investigations.
  • Repeat prescriptions requested before 1pm will normally be available after 2 working days. We do not accept requests for prescriptions over the phone, via email or fax.
  • We will strive to promote good health through preventative medicine.
  • We will try to deal rapidly with any problems or complaints.

 

What you can do for us

  • Courtesy to the staff at all times - remember they are working under doctors' orders.
  • Responding in a positive way to questions asked by the reception staff.
  • To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
  • Keep your contact details updated so that we can correspond in timely manner.
  • An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
  • When patients are asked to give 2 working days for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.
  • We feel that you are partners in the care you receive and we ask you to accept your own responsibilities in return.
  • If you are unclear about your treatment please ask and try to follow the medical advice offered.
  • Request repeat prescriptions using your side slip, acute requests must be made in writing using a prescription form.
  • Be understanding when unexpected emergencies delay your consultation.
  • Find out about how to treat minor illnesses yourself and about disease prevention.
  • Many illnesses can be detected early by screening programmes, please take advantage of these.
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