Practice Charter

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice, and following discussion you will receive the most appropriate care given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Standards of Access and what you can expect from us:

• Patients can expect to receive a prompt response to contacts with us via telephone.
• We have in place an appropriate telephony system to support the needs of our patients avoiding the need to call back multiple times. We will check that we are handling calls in this way.
• Patients receive bilingual information on local and emergency services when contacting the practice.
• Patients are able to access information on how to get help and advice.
• Patients receive the right care at the right time in a joined up way, based on their needs.
• Patients can use a range of options to contact us.
• Patients are able to email a practice to request a non-urgent consultation or a call back.

Practice Mission Statement

The practice is committed to providing the best possible health care service to the local community.

Practice Vision

Expand to serve a growing population providing a fully equipped practice with the latest technology. Provide improved services to meet the needs of the community. Improved access and reduced waiting times. Patients to say that the service provided is of a high standard and exceeds their expectations.

Our Responsibilities To You

People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well sign-posted and doctor names are indicated on their consulting rooms doors.

We run an appointment system in the practice. You will be given a time at which the doctors or nurse hope to be able to see you. You should not wait more than 20 minutes in the waiting room without receiving an explanation for the delay.

Access

You will have access to a Health Care Professional rapidly in case of an emergency, within half a day in cases of urgency and otherwise within 48 hours. 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 and answer the phone promptly and ensure that there is sufficient staff available to do so.

Test Results

If you have undergone tests, or an X-ray has been requested by the practice, please contact the surgery for the results after 2.00pm having allowed three days for the results to be returned to the surgery.

Respect

Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or cultural beliefs.

Your Responsibilities To Us

Help Us to Help You

Please let us know if you change your name, address or telephone number. Please do everything you can to keep appointments. Tell us as soon as possible if you cannot, otherwise other patients may have to wait longer. Please ask for home visits by the doctor only when the person is too ill to visit the surgery. Please keep your phone call brief and avoid calling during peak morning time for non-urgent matters. Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests offered by the hospital should be directed to the hospital, not to the practice. We ask that you treat the doctors and practice staff with courtesy and respect. Please remember that children under the age of 16 are not permitted to attend any clinic unless accompanied by an adult. Remember you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

If you have any comments or suggestions for improvement to our service we would welcome your comments. A suggestion box is located in the waiting room at the practice for your convenience.

Health Records

Patients have a right to see their own medical records and to request photocopies if they wish (for which a fee is payable). Viewing of records is carried out in a private room under supervision by a member of staff. Confidentiality of a patient’s records is considered paramount and no third party will be allowed access to a patient’s records unless written consent is given or the other person is accompanied by the patient him/herself. Representatives acting on a patient’s behalf (e.g. Solicitors, insurers) may be allowed access to records, but only with the patient’s written consent.