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PRACTICE CHARTER
Waiting Time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
Access: You will have immediate access to advice from a doctor in case of emergency.If necessary you may have an appointment within two working days but not necessarily with the doctor of your choice. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
Telephone: We will try to answer the phone promptly and to ensure that there is sufficient staff available to do this. You should be able to speak to a doctor by telephone, but it is necessary to give the receptionist as much detail as possible to enable the doctor to assess the urgency.
Test Results: If you have undergone tests or x-rays ordered by the practice. You may phone reception for the result. If any action is required, we will contact you with the doctors' instructions.
Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
Minor Ailments: Most pharmacists in this area have agreed to provide advice and treatment for minor ailments eg: coughs, colds, hayfever and allergies to save you having to wait for treatment. Under the new Minor Ailments Service eligible patients may receive medicines free of charge. Pharmacists participating in this scheme display a logo of a blue arrow pointing to a green cross.
Health Promotion: The practice will offer patients advice and information on: steps they can take to promote good health and avoid illness, and self-help which can be undertaken without reference to a doctor in the case of minor ailments.
Health Records: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times. If you require to see your records please write to the practice manager.
SUGGESTIONS
We would be happy to receive any suggestions for improving the way the practice operates.
COMPLAINTS
We realise that occasionally things do not go as smoothly as we would like. If you think this has happened, please speak to the practice manager. A leaflet is available at reception explaining our complaints procedure.
CONFIDENTIALITY
Everyone working for the HPSS (Health and Personal Social Services) has a legal duty to keep information about you
confidential.
You may be receiving care from other people as well as the HPSS. So that we can work together for your benefit we
may need to share some information about you. We would also like to know if you happen to be a registered carer for anyone.
We only ever use or pass on information about you if people have a genuine need for it and it is in your
interest. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive
personal information is strictly controlled by the law.
Anyone who receives information from us is also under a legal duty to keep it confidential. We use statistical
data, which is completely anonymous, to monitor quality and performance.
Further information may be requested from the practice manager.
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