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Practice
Charter Standards
Practice
Responsibilities
All
members of the surgery primary care team are dedicated to a quality policy to
achieve health services which meet patients' requirements.
Practice Booklet
All new patients will receive a copy of our practice booklet; copies will be available
at the reception desk.
Surgery Premises
Our surgery building will be welcoming, easy for patients to find their way around
and appropriate to the needs of users, including the disabled.
Patients' Rights To General Medical Services
Patients have the right to:
- be registered with a general practitioner.
- change doctor if desired.
- be offered a health check on joining the practice.
- receive emergency care at any time from the practice.
- receive appropriate drugs and medicines.
- be referred for specialist or second opinion if they and their GP agree.
- have the right to view their medical records, subject to the relevant Acts.
Furthermore the practice pledges that:
- we will respect our patients' privacy and confidentiality at all times.
- when changes are introduced to practice procedures that affect patients, we will ensure that
these are clearly explained, by means of waiting room noticeboard or individual leaflets.
- we expect patients to be seen within 20 minutes of their appointment time, and in the event of
a delay we will offer an explanation.
- when a doctor is called away on an emergency we will inform the patients and give them an
opportunity to book an alternative appointment or, if preferred, to be seen by another doctor.
Patient Responsibilities
- Courtesy to the staff at all times - remember they are working under doctors' orders.
- To attend appointments on time or give the practice adequate notice that they wish to cancel.
- Someone else could use your appointment!
- Remember that an appointment is for one person only. Where another member of the family needs
to be seen or discussed, another appointment should be made.
- Patients should arrive on time for their appointment. If a patient is more than 10 minutes late
they may be asked to rebook their appointment.
- Patients should make every effort when consulting the surgery to make best use of nursing
and medical time - home visits should be medically justifiable and not requested for
social convenience.
- Please observe the 48 hours' notice required for repeat prescriptions, please give us this
time as it is to allow for accurate prescribing.
- Out-of-hours calls (eg evenings, nights and weekends) should only be requested if they are felt to
be truly necessary.
Suggestions
Or Complaints
We are very happy to receive constructive comments and suggestions for improving
our service to patients. Similarly, if you have a complaint we will deal with
it in a constructive way. Please write or speak to the practice manager. A leaflet
detailing our complaints procedure is available from reception.
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 member 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. Prescriptions
and some of the consultation records are run purely on computer. This enables
us to analyse various aspects of health care and to produce an annual practice
report.
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