PRACTICE CHARTER

The practice makes every effort to provide a high standard of patient care and is continually looking for ways to improve patient services. We have listed below standards of service that you can expect from this practice. In return we ask you to co-operate with us by treating staff courteously.

STANDARDS OF CARE
As an NHS patient registered with our practice you are entitled to:-

• Courtesy and respect from the staff.
• Privacy and confidentiality when speaking to any member of staff.
• Be given an appointment the same day if you need to see the doctor urgently or as soon as possible.
• A clear explanation of any treatment proposed for you by our practice team.
• Expect your medicines to be reviewed regularly if you are receiving repeat prescriptions.
• Be referred to a Consultant, acceptable to you, when your GP thinks it is necessary and to be referred for a second opinion if both you and your family doctor agree that this is desirable.
• Have access to your health records, as allowed by the Data Protection Act. Please write to the practice manager if you would like to see these or have copies made. There may be a small charge for this service.
• Have your telephone enquiries answered promptly and dealt with efficiently.
• Be informed of test, x-ray and outpatients results upon request.
• We will attempt to accommodate all appointment requests from patients to consult their preferred doctor, whenever possible.
• Registered patients aged 16-74 who have not been seen for three years may request a consultation.
• Registered patients aged over 75 years who have not been seen in the previous 12 months may request a consultation. If you are unable to attend the surgery for this consultation because of your medical condition, a home visit may be arranged.

How You Can Help Us To Help You:-

• By treating all our staff with courtesy.
• By giving the doctor all the relevant information about your condition and past medical history.
• By letting us know when you move address or change telephone number - we need to keep our records up to date.
• By keeping appointments or giving as much notice as possible if you have to cancel.
• By using your appointment for one person only.
• By not expecting a prescription every time you see the doctor - implementing our advice can be far more effective than drugs.
• By giving 48 hours notice before collecting repeat prescriptions. More time will apply to requests made outside surgery hours.
• By remembering if you need a home visit to make your request before 10.00am.
• By calling the doctor (out of hours) only in an emergency and not for routine treatment, appointments or prescriptions.

You can help us by letting us know when you are not happy with the services we provide or if you have useful comments about how they can be improved.