PRACTICE CHARTER

Patient Charter


We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.  The care of your health is a partnership between yourself and the Primary Health Care Team.  The success of that partnership depends on an understanding of each other’s needs and co-operation between us. Our responsibility to you: You will be greeted courteously. 
You have a right to confidentiality
You have the right to see your medical records subject to the limitations of the law
You will be seen the same day if your problem is urgent
You will be seen by your own doctor whenever possible
You will be informed if there will be a delay of more than 20 minutes for your appointment
You will be referred to a consultant when your GP thinks it necessary
You will be given the result of any test or investigation on request or at your next appointment
Your repeat prescription will be ready for collection within 48 hours of your request
Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly  Your responsibility to us:  Please treat all surgery staff with the same respect – we are all just doing our job
Do not ask for information about anyone other than yourself
Tell us of any change of name or address, so that our records are accurate
Only request an urgent appointment if appropriate. 
Home visits should only be requested if you are really too ill to attend surgery. Please cancel your appointment if you are unable to attend
Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
Please allow sufficient time for your consultant’s letter or the results of any tests to reach us you will be advised of the usual length of time to wait
Use the tear off slip to request your repeat prescription whenever possible. 
Please attend for review, when asked, before your next prescription is due
Do let us know whenever you feel we have not met our responsibility to you
We would, of course, be pleased to hear when you feel praise is due as well.

Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records please contact the surgery for advice.  In certain cases their will be an administrative fee payable by the patient which will be advised prior to the release of the medical records.    

Chaperone Policy

Female patients will have a chaperone present when examined by the Doctor.  This does not exclude our male patients as they can also request a chaperone to be present.  

Violent and Aggressive Patients

We have a zero tolerance policy for those patients who are violent and aggressive against anybody in the surgery.