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Practice Charter
Our Responsibility To you
We are always committed to providing a compassionate, friendly and professional service.
We will treat you with respect and will always listen to your concerns.
We will always offer you the most appropriate treatment and advice.
We will arrange a home visit if you are too ill to attend the surgery.
We will make every effort to see you promptly.
We will inform you how to obtain the results of tests and x-rays.
We will try to deal at once with any problems or complaints.
A doctor is on call at all times for emergencies.
You have the right to see your health records subject to any limitations in law.
Your records will be kept confidential.
We will answer the phone promptly and politely. If you need to speak to a doctor you will be advised when you can do this.
Please treat staff with courtesy and respect.
If possible, please phone before 10.30am if you need a home visit unless in an emergency. Please, however, attend surgery wherever possible.
Please tell us if you cannot keep your appointment.
Please think carefully before calling us, or our deputising service, out at night.
Ask if you are unclear about your treatment.
Let us know if you change your name, address or telephone number.
Please remember most delays are usually due to emergencies. Please be patient.
Please treat your fellow patients courteously by keeping your appointment to time.
We respect your right to privacy and keep all your health information confidential and secure. It is important that we keep accurate and up-to-date information about your health and treatment so we can give you the best possible advice and care. It may be necessary, in certain circumstances, to share information with other members of the health care team. We would not, however, disclose any information to any outside agencies without first obtaining your consent. This information is only available to those involved in your care and you will never be asked for personal medical information by anyone not involved in your treatment and care.
Inspection of your Medical Records
Leaflets are available which give information about your rights with regard to your medical record and the information included therein. Please ask the receptionist if you would like a leaflet.
Complaints or grievances should be made to our operational manager, Debra whitehead. We follow national guidelines regarding complaints and you will receive acknowledgment of your complaint within two days of receipt. We aim to resolve all complaints within 10 working days whenever possible.
Comments on any aspect of the practice will be received with interest. Please pass on any such comments to the staff or doctors. We are keen to provide a high standard of service - please help us to do so.
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.
Zero Tolerance
We strongly support the NHS policy of zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening mannor whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.
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