Our Aims for You
The doctors and
staff, in accord with the Patients Charter, pledge to
our patients that:
1. You will be treated as a partner in the care that you
receive. No treatment will be given without your
informed consent.
2. We will give you full information about the services
we offer. This can be found in the practice booklet.
Every effort will be made to ensure that you receive
that information which directly affects your health and
care being offered.
3. You have the right to see your health records
(subject to limitation in law), which will be kept
confidential. (Note there will no charge for viewing.)
4. The telephone will be answered promptly and
courteously during working hours.
5. If you consider your problem is urgent you will be
seen by a doctor that day.
6. If you consider your problem is an emergency, let the
receptionist know and the doctor will be contacted
immediately.
7. For non-urgent problems you will be offered an
appointment within 24-48 hours. If you prefer a lady
doctor please ask.
8. Members of our team (doctors, nurses, health visitor,
reception staff and secretaries) will act courteously
towards you and treat you with the respect you deserve.
9. Members of our team will regularly attend educational
and training meetings on your behalf to keep up to date
with any new advances that may affect your care.
10. You will not be kept waiting more than 30 minutes
without an explanation by a member of staff. We expect
to see 80-90% of patients within 30 minutes of their
appointment time.
11. Repeat prescriptions will be ready for collection
within 48 hours.
12. We will always listen to constructive criticism and
endeavour to implement any suggestions that will improve
our services to you.
13. Complaints will be dealt with promptly and in
confidence. Please make an appointment to see one of the
doctors or practice manager.
14. Emergency contraception services are available
within 48 hours.
How You Can Help
Us
1. Arrive on time for your appointment.
2. Cancel your appointment promptly if you no longer
need it - it can be given to others.
3. Book an appointment for each person who wishes to be
seen.
4. If you need a longer appointment please tell the
receptionist.
5. Please let us know of any change of address or
telephone number.
6. Do not ask doctor to call at home unless you are too
ill or infirm to travel - lack of transport is not
considered a reason for out of hours call.
7. If you need to call a doctor for a home visit during
the week, please try to call the surgery before 10.30am
to help your doctor to plan his/her day.
8. Please telephone for test results (X-ray, blood tests
etc), wherever possible between 1.30 and 4.30pm Monday,
Tuesday, Wednesday and Friday .
9. Try to keep telephone calls brief and keep telephone
lines free for urgent calls.
10. Please submit requests for repeat prescriptions on
the designated form or in writing. Repeat prescriptions
will be ready within 48 hours of request. Note that we
do not accept requests by telephone.
11. Please be patient if we are late on occasions. It
may be you who needs extra time on another occasion.
12. Doctors and staff will always treat you with respect
and courtesy. Please treat them with the same respect
and courtesy in return. Doctors have a right to remove
patients from their list if they have repeatedly and
persistently ignored their responsibilities to us and
other patients.
13. If you are unhappy with us or our service to you,
you have the right to leave our list and register with
another doctor.
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