Patients' Charter

1. Establishing a shared responsibility to prevent problems before they occur, rather than trying to put them right later.
2. Having a clear understanding of each other’s needs.
3. Developing regular feedback on how you feel about our services.

Only by such co-operation will we be able to improve our services and achieve the ultimate goal of a healthier community.

QUALITY ASSURANCE

To enable you to get the most out of the practice, we will ensure that

• The telephone is answered as promptly as possible
• Our reception staff wear identification badges
• A practice leaflet containing information about the Primary Health Care Team and Surgery opening times and facilities is available
• Self-help information on minor illnesses is available on request

Our responsibilities to you …

• You will receive medical care of the highest quality with appropriate advice and treatment
• You will be greeted in a friendly, welcoming manner
• You have a right to confidentiality
• You will be offered a routine appointment with a doctor within forty-eight hours
• You will be offered a same-day, emergency appointment if you need to see a doctor urgently
• You have a right to information and answers about your own health. In particular any illness and its treatment, alternative forms of treatment, possible side-effects of treatment, likelihood of recovery, prevention and avoidance of illness recurring
• You will be seen within thirty minutes of your appointment time and you will be informed if there is likely to be a delay
• You have the right to see your health records, subject to current law
• Your records will be kept strictly confidential
• Your permission will be asked before your consultation will be attended by any third party of student
• Computerised prescriptions will normally be ready for collection forty-eight hours after request
• Routine referral letters will be dispatched or will be ready for collection within one week of referral having been agreed
• Test results will be available to you on the day they arrive in the surgery (after 2pm)
• The instruments and equipment we use are regularly serviced and, where appropriate, calibrated to ensure accuracy and sterilized for your safety.

Your responsibilities to us …

With your rights come certain responsibilities that will enable us to give you the best possible service. We ask you to note the following:

• You are responsible for keeping appointments and for giving adequate notice if you wish to postpone or cancel
• The doctors and staff will try to be courteous at all times – please show them the same respect
• The first two hours of the morning are the busiest. Please keep telephone calls brief and only telephone for appointments and home visits at this time.
• Telephone requests for routine matters after 11am and for the results of investigations after 2pm
• Remembering that an appointment is for one person only can reduce delays. Even if another member of the family has identical symptoms, a separate appointment should be made
• You should come to the surgery unless prevented by illness or infirmity
• You are largely responsible for your own health and it is up to you to take the advice and treatment offered by the Primary Health Care Team
• The practice is committed to preventative health care – therefore, health screening is encouraged
• Let us know when you change name, address or telephone number

ZERO TOLERANCE

Violent or abusive behaviour towards any member of the practice team will not be tolerated and will almost certainly result in your being asked to obtain medical services elsewhere.