Practice Charter

Your Doctor's Responsibilities

• To treat you with respect and courtesy at all times.
  
• To treat you as an individual, and to discuss with you the care and treatment we can provide.
  
• To give you full information on the services we offer.
  
• To give you the most appropriate care by suitably qualified staff.
  
• To provide you with emergency care when you need it.
  
• To refer you to a consultant acceptable to you when necessary.
  
• To give you access to your health records, subject to any limitations in the law.

Your Responsibilities As A Patient

• To treat all staff with respect and courtesy at all times.
• To tell us if you are unsure about the treatment we are offering you.
  
• To ask for a home visit, only when the patient is unable to attend the medical centre through illness or infirmity.
  
• To request such a visit if at all possible before 10.00am.
  
• To ask for an out-of-hours visit only when necessary.
  
• To keep your appointments and contact the medical centre in advance if you cannot.
  
• To be punctual for appointments, and to make a separate appointment for each member of the family wishing to see the doctor.
  
• To let us know when you change your address or telephone number.

Help Us To Help You

Our aim is to offer our patients a fast, efficient and friendly service. However, to enable us to do this we require some help from you:

1. Please do not request home visits unless you are housebound or genuinely too ill to attend the surgery.

2. If you have several problems you wish to discuss with the doctor, please ask for a longer appointment. Hurried consultations are unsatisfactory for both doctor and patient alike.

3. The out-of-hours service is for emergencies and urgent problems which cannot wait until the following day to be seen. Please do not abuse this service.

4. If you are unable to attend an appointment, please cancel as early as possible, as this frees the appointment for someone else. If you repeatedly do not attend appointments you may be asked to leave the practice.

5. We always welcome suggestions as to any changes we can make to improve patient care and the services we offer. If you have any suggestions, please let us know by putting your idea in writing to the practice manager.

Confidentiality

We ask you 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 all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.

Freedom Of Information

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 intends to routinely make available.

This scheme is available from reception.

Comments & Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception for the attention of the practice manager.

Complaints Procedure

We always try to provide the best service possible, but there may be times when you feel this has not happened. We have a formal complaints procedure in line with national guidelines. A leaflet is available at reception.

Zero Tolerance

The practice supports the NHS policy of zero tolerance with regard to violence or abuse to the doctors, staff or others on the practice premises or other locations where treatment may take place. Where a person is abusive or violent, the police will be called and, where the person is a patient of the practice, they will be removed from the practice list.