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Practice
Charter
- You will
be treated with courtesy and respect.
- You can make an appointment in person or over the telephone for dates
up to four weeks in the future. We aim to answer the telephone within six rings
during surgery hours.
- If you have an urgent medical problem, you will be seen at the next surgery,
but it may not be with your own doctor.
- We aim to see 50% of patients within 10 minutes of their appointment
time and 90% within 20 minutes.
- Patients with urgent medical problems may be given priority and will
be seen as soon as possible. This may sometimes cause delay to those with booked
appointments.
- Please keep your appointment. Tell us as soon as possible if you cannot.
- If you feel too ill or infirm to attend surgery, please telephone or
speak to your doctor, who will decide if a home visit is appropriate. Requests
for home visits should be made before 10.00am except in an emergency.
- Repeat prescriptions will normally be available within two working days
(excluding Saturdays and Sundays).
- All new patients will be offered a health check appointment with the
practice nurse.
- Patients aged 75 years and over will be encouraged to have annual appointments
to review their health.
- Patients will be referred to an appropriate specialist, acceptable to
them, when their GP feels that it is clinically necessary.
- Test results take time to reach us. Please do not ring before you have
been asked to do so.
- Patients have the right to decide whether or not to take part in any
research or training.
- If you have any complaint or concern about the service that you have
received from the doctors or staff working for this practice, you are entitled
to ask for an explanation.
- We operate an in-house complaints procedure to deal with your complaints.
In some cases the in-house procedure is not an appropriate form of investigation,
in which case you will be referred to the appropriate authority. Please ask at
reception for a copy of the complaint form.
- We are open to any suggestions on how we could better our services, and
would welcome you to speak to any member of staff regarding this. We also have
a suggestion box for your use.
Suggestions
And Complaints
We are always trying to improve the service that we provide for our patients,
so we welcome any constructive comments that you may have. If you are unhappy
about any aspect of the way in which the practice is run, then please contact
either the health centre manager or your own doctor. Information on how to make a formal complaint in accordance with NHS national guidelines is available at the front desk.
Confidentiality
All our staff are bound by rules of confidentiality relating to patients' personal
medical details. Although you will usually only want to discuss medical problems
with your doctor or the nurse, it will often be helpful for you to give a certain
amount of information to reception staff to enable the practice to give the most
effective and appropriate response. If you wish to speak to any member of staff
in private, there will usually be a room available to allow this.
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