PRACTICE CHARTER
At this surgery we aim to
provide our patients with the best quality care available. Our charter
is a statement of what you can expect from the practice and what we
feel we can expect in return from you.
1. You can expect to be greeted
in a friendly and welcoming manner and treated with courtesy by everyone
working at the practice.
2. You can expect clean,
comfortable premises, with good access for disabled people and with
facilities for children to have supervised play.
3. You can expect confidentiality
to be maintained at all times.
4. If you are a new patient,
you will be offered a health check when you register with the practice.
5. The doctors aim to see patients
within 20 minutes of their appointment time but where there is a delay you can
expect to be told the reason by the receptionist.
6. You have a right to information
and are encouraged to ask questions about your health.
7. You have a right to see
your medical records subject to the limitations of the law.
8. You can expect to be given
an urgent appointment with an unspecified doctor within 24 hours of
a request and a routine appointment with an unspecified doctor within
three days, on weekdays.
9. You can expect to see
a copy of the practice booklet which contains information about the
services which we provide.
10. You are entitled to complain
to the practice manager, Mrs Evans, who will see you as soon as possible or respond
to written complaints within 10 days.
WITH THESE RIGHTS COME RESPONSIBILITIES
1. Please ensure that you
attend for your appointment on time and if you need to cancel you give
adequate notice.
2. You have a responsibility
to make more than one appointment if more than one patient needs to
be seen when you come to the surgery.
3. You have a responsibility
to be courteous and friendly to the staff.
4. Home visits should only
be requested by, or on behalf of, the seriously ill and as far as is
reasonably possible should be requested before 10.30am. Patients should
realise that home visits are at the doctors' discretion.
5. Requests for out of hours
and night visits should only be made when they are absolutely necessary.
6. Requests for help or advice
for non-urgent matters should be made during surgery hours.
7. You should work with the
practice to keep yourself as healthy as possible by following advice
from the doctors and practice staff.
8. You should not expect
a prescription at every consultation.
COMPLAINTS PROCEDURE
We always try to provide
the best services possible, but there may be times when you feel this
has not happened. Please ask at reception for a patient information
leaflet; this will explain our in-house complaints procedure, drawn
up to respond to patient grievances. Our practice procedure is not able
to deal with questions of legal liability or compensation. We hope that
you will use it to allow us to look into and, if necessary, correct
any problems that you have identified or mistakes that have been made.
FREEDOM OF INFORMATION – PUBLICATION SCHEME
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.
This scheme is available from reception.
ZERO TOLERANCE
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or
other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal
from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.
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