Patients Charter

PATIENTS’ CHARTER 

Your health care is a partnership between you and the Primary Health Care Team.  The success of this partnership depends on a number of factors. 

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 
• 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 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 are available from the surgery after 2pm
• The equipment we use is regularly serviced and, where appropriate, calibrated to ensure accuracy. Single use instruments are used 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