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PRACTICE
CHARTER STANDARDS
Mission Statement
The
practice is dedicated to achieving and maintaining a high quality health
service to meet the needs of the practice population.
Standards
To
establish a shared responsibility and to ensure you get the most benefit
from the practice we will ensure that:
• The telephone
is answered promptly.
• Patients may request to speak to
a doctor or member of staff privately.
• You will be received
by trained reception staff who will offer help and non medical advice.
• Patients
will be invited to attend health promotion clinics.
• Self
help and health information will be available in reception or on request.
Our
Responsibilities To You
• You have a right
to confidentiality.
• Patients are entitled to see their
records on written request (subject to limitations within the law and
payment of copies of such).
• You will be offered an appointment
for the same day or a 48 hour booking (excluding weekends and bank holidays).
•
You have a right to information about your own health.
•
You will be informed if there is a delay in seeing the doctor.
•
You will be informed if further action is required following recent
tests.
• If you are too ill to attend the surgery, you
may request a home visit.
Your Responsibilities
To Us
• Please only ask for a home visit
if you are really too ill to attend surgery as it is much easier and
quicker to see a doctor at the surgery.
• Please arrive
on time for your appointments as the doctor or nurse may not be able
to see you if you arrive late, as they are usually fully booked.
•
Appointments are for one person only. If you feel your problem cannot
be dealt with in a routine appointment please speak to the receptionist
who will make appropriate arrangements.
• The doctors,
nurses and staff will endeavour to be courteous, polite and helpful
at all times, so please show them the same respect. Abusive behaviour
will not be tolerated by the practice.
• You should notify
the surgery as soon as possible if you change your name, address or
telephone number.
• Please telephone for results between
11.00am and 5.00pm.
• Please cancel any appointment with the
doctor or nurse that you are unable to attend.
COMPLAINTS
We aim to provide
the best possible service, but sometimes misunderstandings do happen.
Please feel free to contact the practice manager to discuss any problems.
CONFIDENTIALITY
Your medical records are held within the strictest confidence.
Information can only be passed on with your consent, within the confines
of the NHS and by law. Certain details of your medical records are computerised.
The practice is registered with the Data Protection Act and strict confidentiality
is maintained at all times. The staff are bound by strict rules of confidentiality. If you wish the GP to discuss your health with another person we will first need your written consent.
FREEDOM
OF INFORMATION – PUBLICATION SCHEME
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.
VIOLENT
OR ABUSIVE PATIENTS
Violent or abusive
patients will not be tolerated within the practice and will be removed
from the surgery list.
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