All members of the surgery Primary Care Team are dedicated to a quality policy to achieve health services which meet the patient's requirements. In particular:
- Patients have a right to be treated courteously
- Patients have a right to absolute confidentiality
- Doctors and Nurses will begin surgeries at appointed times and any delay will be due to medical necessity - we aim to advise patients where there is a delay in excess of 20 minutes and patients have a right to make an alternative appointment
- Patients have the right to information about their own health, particularly: the illness and its treatment - alternative forms of treatment - likely outcome of this illness
- A GP will be available to give you telephone advice from 8.30am and to discuss whether a surgery appointment or a home visit is required
- The Practice will offer advice and seek to inform patients of steps they can take to promote good health and to avoid illness, e.g. smoking, exercise, etc. Advice on self help which can be undertaken without reference to a nurse, health visitor or doctor in the case of minor ailments is also available
- The Practice will inform patients of services available by means of its brochure
- Patients with urgent medical conditions will be given priority and will be seen as soon as possible, even when this causes delay to booked appointments
- All new patients will be offered an appointment with the Practice Nurse/HCA for a health check
- Patients shall be referred to a consultant acceptable to them, if at all possible, when their GP thinks it necessary
- A written reply will be given to a written complaint
- Repeat prescriptions will be available 2 working days following their request
With these rights come responsibilities, and for patients this means:
- Courtesy to the staff at all times - remember they are working under doctor's instructions
- To attend appointments on time or to give the practice adequate notice that they wish to cancel- less than 2 hours notice will be treated as a Did Not Attend.
- Lateness or non - attendance inconveniences other patients and wastes appointment time
- An appointment is for one person only - where another member of the family needs to be seen or discussed, an additional appointment should be made so there is sufficient time to deal with this.
- Patients should make every effort to consult at the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience
- When patients are asked to give 2 working days notice for repeat prescriptions please give us this time as it is to allow accurate prescribing
- Out of hours calls (e.g. evening/night/weekends) should only be requested if they are felt truly necessary and you are unable to wait until the next working day.
- Violent and abusive behaviour will not be tolerated and in extreme circumstances the police will be called. We have the right to remove abusive patients from our list
Please Help Us To Help You By giving us any relevant information eg by giving us notice if you change your address or telephone number and informing us if you cannot attend your appointment.