PRACTICE CHARTER

You have the right to expect a high standard of medical care from our practice and we will try and provide this within the resources available. No care or treatment will be given without your informed consent. Please ask us questions if you are unsure of anything.
In our Practice Charter are the standards set for the benefit of our patients.

OUR RESPONSIBILITIES TO YOU

You will be treated as a partner in the care you receive.

You will be treated as an individual and with courtesy, respect and confidentiality.

You will be able to see a doctor rapidly in the case of emergency, within 24 hours in case of urgency and otherwise, where possible, within two working days.

Telephone calls will be answered as promptly as possible taking into account the resources available.

We will try to see you within 20 minutes of your appointment time. You should receive an explanation if we cannot do this.

If we consider that you need a second opinion we will try to inform you of the best way to obtain this.

We will visit you at home if you are too ill or infirm to be brought to the surgery. Please make your request before 10.30am if possible. Most children can quite safely be brought to the surgery by car or taxi.

We have the right to remove patients from our list if they repeatedly ignore their responsibilities to us and other patients.

We very much welcome feedback about our services and provide a number of ways for this to happen.

Your Responsibilities To Us

Help us to help you! Being a partner means that we have responsibilities to each other.

We ask that you treat the doctors and practice staff with the same courtesy and respect.

Please be aware that the doctor of your choice may not always be available due to other commitments such as study or holidays.

Please keep your phone call brief and avoid calling about non-urgent matters for the first two hours each morning.

Please do everything you can to keep appointments and to be punctual. Please tell us as soon as you can if you are unable to attend.

You have the right to ask for a second opinion.

Please do not ask for a home visit unless it is strictly necessary. The less time a doctor spends travelling, the more time is available for patients.

Please do not call out of hours except for emergencies. Wherever possible it is best to wait for the next surgery. For emergencies outside of normal hours please use the dedicated telephone number. Please do not automatically attend a hospital casualty department unless the matter is very urgent.

If you are unhappy with us or the services we provide you have the right to leave our list and register with another practice.

We very much welcome feedback about our services and provide a number of ways for this to happen.

In order to assist us in all the above aspects we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given.

REMOVAL FROM THE PRACTICE LIST

Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

DONATIONS FOR MEDICAL EQUIPMENT

From time to time it is necessary to buy new or replacement medical equipment for patient care. Occasionally, to help supplement the cost, we run fundraising activities or individual patients kindly make donations.

If you are interested in making a donation at any time then please telephone the practice manager, Sara Gardener, or ask the receptionist for details.

COMMENTS, SUGGESTIONS AND COMPLAINTS

We constantly strive to give you the best possible care and attention. We recognise, however, that occasionally things do not go as smoothly as we would like. We welcome comments and suggestions and provide forms in the waiting room for your use. If there is a matter which you would like to discuss confidentially with the practice manager or a member of our Patient Participation Group. Please ask for details at reception.

Should you have any reason to complain, please make this in writing to the practice manager who will make contact with you and undertake any investigations necessary. A copy of the procedure is available at reception.

VIOLENT PATIENTS - ZERO TOLERANCE

The NHS operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety.

In this situation we are obliged to notify the person in writing of their removal from the list and record in the patient's medical records the fact of the removal and circumstances leading to it. The PCT is then responsible for providing further medical care for such patients.

CONFIDENTIALITY

Your medical records are held in strictest confidence. 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.

Information is only passed on with your consent, within the confines of the NHS, by law, or if it is overwhelmingly in the public interest.

FREEDOM OF INFORMATION ACT 2000

Details of how to acquire a copy of our publication scheme can be obtained from the practice manager.