Please see our: Practice leaflet and patient charter – January 2024
Our PATIENT CHARTER and outlines what you should reasonably expect from our Practice. It also outlines what the Doctors and Practice staff should reasonably expect from you.
All members of our Primary Health Care Team are committed to achieving high quality services for you, our patients. We will do everything we can to keep you healthy, treat you as an individual and make every effort to respect your personal beliefs. We will also try to ensure that you have easy access to the services available for your use. In return for these standards we ask that you take responsibility for your side of the bargain.
Our responsibility to you
You will be treated as an individual and will be given courtesy and respect at all times irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
As a general rule you should be seen within 30 minutes of your appointment time, hopefully much sooner. The Receptionist will notify you of any delays arising out of prolonged consultations during surgery or as a result of emergency visits.
We have an extensive Primary Health Care Team with many specialists. Dialogue with our receptionists when making an appointment will mean that you are given the correct appointment.
Wherever possible we will give you 24 hours notice of any cancelled appointments or clinic.
We will try to answer the phone promptly and courteously to deal with your requests.
If we are closed and you require urgent medical assistance which cannot wait until the surgery reopens, please call 1-1-1. Calls to the NHS 111 service are free from both landlines and mobiles.
If you have a life threatening medical emergency please dial 999.
We will visit you at home if you are too ill or infirm to be brought to the surgery. Please do not ask for a home visit unless it is strictly necessary.
We will offer advice and information about how you can promote good health and avoid illness.
Results of blood tests etc. taken at the Medical Centre can be accessed via our reception team after 10:00am.
We will maintain accurate medical records – the majority of which are on the computer – but copies of these will be added to your hand-held records should you change surgery.
We will supply you with information about how you can make suggestions and complaints about the services we offer.
We have the right to remove patients from our list if they persistently ignore their responsibilities to us and other patients, or threaten violence to any member of staff or are continuously violent or abusive.
If you are seriously unhappy with us, or the services we provide then you have the right to complain using our practice complaints procedure. You have the right at any time to leave our list and register with another practice.
Your responsibility to us
We ask that you treat the Doctors and all practice staff with the same courtesy and respect. You will be treated as a partner in the care and attention you receive. Being a partner means that we have responsibilities to each other.
Delays may be avoided by making separate appointments for each patient.
The Doctors have instructed the receptionists to ask certain questions in order that they can give you the appropriate appointment, with the correct clinician and for the correct appointment length. Please help them to help you.
Please try to keep your appointment. If you need to cancel let us know in good time so it can be offered to somebody else.
Please try to call outside our peak surgery times for non-urgent, non-medical requests. Our telephone lines and reception desk are generally quieter late morning and in the afternoon.
Please remember that the Doctor may not always be available due to holidays, study days, other commitments within the Practice etc.
Please do not call out of hours services except in real cases of emergency.
Facilities for examination and treatment are better at the surgery. The less time a Doctor or Nurse spends travelling, the more time there is available for patients.
You are responsible for your own healthcare and that of any children in your care, and should take appropriate action and advice.
Please keep a close watch on your medication and request a repeat prescription in good time before you run out. Please allow a minimum of 48 working hours for repeat prescriptions, and remember you cannot order or collect on Saturdays or Sundays when we are closed.
Please do not call for results before the suggested time as this causes delays in dealing with requests for visits etc.
Please remember to tell us if you change your name, address or telephone number. Also please tell us if you are put on new treatment by a hospital Doctor or a family planning clinic.
Please read our Practice Leaflet as this will give you details on how you can make suggestions and complaints about the services we offer.
If you are seriously unhappy with us, or the services we provide then you have the right to complain using our practice complaints procedure. You have the right at any time to leave our list and register with another practice.
