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Practice
Charter Standards
Waiting
Time
The practice runs an appointment system. You will be given
a time at which the doctor or nurse hopes to be able to see you. You should not
wait more that 20 minutes after your appointment time without receiving an explanation
from the receptionist.
Telephone
We will endeavour
to answer the telephone promptly and in a courteous manner.
Respect
Patients will be treated fairly and respectfully irrespective of their ethnic origin, sexual orientation, religious or cultural beliefs.
Your Responsibility
To Us
We ask that you treat our doctors and all practice staff
with courtesy and respect.
You are responsible for your own health and that
of your children. Please take the advice given to you at the practice.
Let
us know immediately if you change your name, address or telephone number.
Please
do everything you can to keep appointments. Tell us as soon as possible if you
cannot, otherwise other patients may have to wait longer.
Please contact
the surgery between 8.30-10.00am for a home visit by the doctor only when the
person is too ill to attend the surgery.
Please keep your phone calls brief
and avoid calling during the peak morning time for non-urgent matters.
Test
results take time to reach us, so please do not ring before you have asked to
do so. Enquiries about tests ordered by the hospital should be directed to the
hospital, not the practice.
You can discuss any medical matter with your
doctor, including asking for a second opinion.
This website and our practice
booklet will help you to get the best out of the services that we offer.
It is important that you understand the information given to you. Please ask us
questions if you are unsure of anything.
Complaints
And
Suggestions
The
practice operates an informal in-house complaints procedure in accordance with
NHS guidelines. If you have a complaint, comments or suggestions regarding the
practice, you should make your views known to the practice manager by letter.
Full details are available at reception.
Patient
Confidentiality And Data Protection
We ask for personal
information so that you can receive appropriate care and treatment. This information
is recorded on computer and we are registered under the Data Protection Act. The
practice will ensure that patient confidentiality is maintained at all times by
members of the practice team. However, for the effective functioning of the multi-disciplinary
team it is sometimes necessary that medical information about you is shared between
members of the practice team.
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 makes routinely available.
This scheme is available on written request from the practice manager.
Access
To Records
If you wish to have access to your medical records
you should make a written application to the practice manager who will then reply
to you, inviting you to the surgery to read the records. A charge will be made
for any copies taken.
Abuse
A
zero tolerance policy towards violent, threatening and abusive behaviour is now
in place throughout the National Health Service.
Practice staff have the
right to do their work in an environment free from violent, threatening and abusive
behaviour. At no time will this type of behaviour be tolerated. If you do not
respect the rights of our staff we may choose to inform the police and make arrangements
for you to be removed from our practice list.
Removal
Of Patients From The Practice List
The practice aims to
provide the best possible health care for our patients. However, there may be
circumstances when it is considered reasonable or in the best interests of the
patient, to remove patients from the list.
Situations which justify
removal:
Violence, crime and deception, distance, embarkation,
failure to attend pre-booked appointments and irretrievable breakdown of the doctor/patient
relationship. For further information please ask at reception.
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