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Practice Charter

Your doctor's responsibillities

To treat you with respect and courtesy at all times.
To treat you as an individual, and to discuss with you the care and treatment we can provide.
To give you full information on the services we offer.
To give you the most appropriate care by suitably qualified staff.
To provide you with emergency care when you need it.
To refer you to a consultant acceptable to you when necessary.
To give you access to your health records, subject to any limitations in the law.

Your responsibillities as a patient

To treat all staff with respect and courtesy at all times.
To tell us if you are unsure about the treatment we are offering you.
To ask for a home visit, only when the patient is unable to attend the medical centre through illness or infirmity.
To request such a visit if at all possible before 10.30am.
To ask for an out-of-hours visit only when necessary.
To keep your appointments and contact the medical centre in advance if you cannot.
To be punctual for appointments, and to make a separate appointment for each member of the family wishing to see the doctor.
To not expect a prescription from every consultation with a doctor.
To recognise that there may be other options for treatment.
To take medicines according to the instructions and to only ask for a repeat prescription if you need one.
To let us know when you change your address or telephone number.

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 members 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.

Comments & Complaints

Your doctors hope to provide services which meet your needs. We welcome your compliments, criticisms and suggestions to help us improve the quality of service we offer. We have a suggestion box in the reception area and we have a practice policy for dealing with complaints. You can talk to any doctor in the practice or the management team. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken. We will acknowledge your complaint within two working days and respond to your complaints within a further 10 working days. We will try to provide you with an explanation and discuss any actions that may be needed.

Please ask for a copy of our complaints procedure leaflet.

Zero Tolerance

The practice supports the NHS policy of zero tolerance with regard to violence or abuse to the doctors, staff or others on the practice premises or other locations where treatment may take place. Persons abusing this policy may be reported to the police and removed from the practice list.

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.