PATIENTS'
CHARTER
At our practice we aim to provide our
patients with the best quality care available. Our Charter is a statement of what
you can expect from this practice and what we feel we can expect in return from
you.
Our Responsibilities To You
• Our premises will be clean
and comfortable and have wheelchair facilities for the disabled.
• All patients will be greeted in a friendly manner and be treated with
courtesy and respect by everyone in the practice.
• Strictest confidentiality will be maintained by all staff.
• Patients will be treated as individuals and be involved in their care.
• We will advise you about how and when to obtain the results of any tests
or x-rays you have undergone.
• We will explain the likely effects of any drugs and review your long-term
medication at agreed times.
• You will be referred to a specialist consultant if the doctor feels it
is necessary.
• You have the right to ask for a second opinion
• You will have access to a doctor or healthcare professional
within 24 hours.
• You will have access to the doctor of your choice, if available, within
five working days.
• We will try to see you within 30 minutes of your appointment time. You
will be offered an explanation if we cannot do this.
• We will inform you how you can make suggestions or complaints about the
services we offer.
• You have the right to see your written and computerised medical records
by arrangement.
• You will be seen/visited outside the normal practice hours as agreed with the on-call service.
Your Responsibilities
To Us
• We ask that you treat the doctors and practice staff with due courtesy and respect. Violent or aggressive behaviour will not be tolerated.
• We ask that patients attend their appointments at the arranged time. If they cannot or do not wish to attend they will inform the practice immediately. Persistent non-attendees may be asked to register elsewhere.
• If you are more than 10 minutes late you may be asked to re-book your appointment.
• We expect that patients understand that appointments are for one person
only. Additional appointments must be made if more than one person needs to be
seen. If we are running late please bear with us because on another occasion it
may be you that needs the extra time.
• Please remember that the doctor of your choice may not always be available
due to holidays or other commitments.
• For non-urgent requests, please try to call in the afternoon.
• Many problems can be solved by advice alone. You should not expect to
be given a prescription every time you visit the doctor.
• Facilities of examination and treatment are better at the surgery and
the less time a doctor spends travelling, the more time he is available for patients.
Please do not ask for a home visit unless it is really necessary.
• We can make your medical records available to you within 40 days of your request, and you will be charged an administration fee for this. The records, though, may not be removed from the premises.
Comments, Compliments And Complaints
We aim to provide expert and appropriate healthcare for you and your family. We are proud of the high standard of service we have in this practice and we are always interested in your comments. Compliments are always appreciated. The practice manager will be pleased to receive compliments and suggestions about our service, which will be shared with the team. We realise there are times when you feel you may have cause for complaint. We have a comprehensive in-house complaints procedure which deals with complaints in a structured way. This procedure is managed by our practice manager. Please note that using this procedure will not affect your right to complain to the Primary Care Trust should you so choose.
Confidentiality
We ask you for personal information so you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. All telephone conversations are recorded on a secure system. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team and that medical information is shared between members of the team on a need-to-know basis only. If you wish to speak to a member of staff for a non-clinical reason then please enquire at reception who will ask the most appropriate person to see you. The Primary Health Care Team have access to the medical records of patients in their care. The ways in which we may use your health information is detailed in a separate leaflet which is available from reception.
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