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Practice Charter
Standards Of Care
The practice is devoted to achieving and maintaining a quality health service to
meet your requirements.
GPS' Responsibilities
- You will be treated as an individual and will be given courtesy and respect at
all times. You have the right to be treated confidentially.
- Respect for religious and cultural beliefs will be honoured.
- Normally we will answer the telephone promptly and courteously.
- You have a right to information about your own health (illness and treatment, possible
side effects, prevention or recurring illness etc). We will offer medical advice and information
for promotion of good health. You have the right to see your own medical records subject to the
limitations of the law. A charge may be made.
- Home visits will be made when requested and if a doctor feels that you are not well
enough to attend the surgery. The final decision rests with the doctor.
- We may give you test results when you telephone the surgery for them, or you may be
asked to make an appointment with the doctor to discuss them.
- On registering as a new patient, you will be offered a health check with the nurse.
- If your doctor believes that you need a second opinion, then they will arrange this.
- You will be given a time to see a doctor in accordance with the system used in this practice.
If there is a substantial delay for any reason, you will be given an explanation.
- Repeat prescriptions will normally be ready within 48 hours from the surgery, or
72 hours for collection from a local pharmacy following your written request arriving at the surgery.
- Routine referral letters for hospital appointments will normally be dispatched within
three working days of the referral being agreed with the doctor. Urgent referrals for hospital
appointments may be faxed, telephoned or provided as a handwritten note for the patient to take
to the hospital.
Patients' Responsibilities
- We ask that you treat our doctors and all practice staff with courtesy and respect.
- The first hour of the morning can be extremely busy. Please keep telephone
calls brief. If possible, leave routine calls till later in the day.
- You are responsible for your own health and that of your children. Please take the advice
given to you at the practice. Let us know immediately if you change your address or name and
remember to give your phone number and postcode.
- Please speak to a member of the practice staff if you wish to see your medical records. This
can then be arranged with your doctor. There may be a fee payable. All requests must be in writing.
- Please contact the surgery between 8.00 and 10.00am for a home visit during the day.
- If tests are ordered for you, please ask your doctor or a member of staff about receiving
the results.
- Please read the rest of this practice booklet to get the best out of the services available.
- You can discuss any medical matter with the doctor, including asking for a second opinion.
- Please let us know if you are unable to keep an appointment. We can then offer this
appointment to someone else.
- Please check our patient information booklet for the procedure for obtaining repeat prescriptions.
- Where an appointment or acknowledgement of a routine referral for a hospital appointment is
not received within six weeks, contact the hospital concerned.
Suggestions Or Complaints
We are very happy to receive constructive comments and suggestions for improving our
service to patients. Similarly if you have a complaint we will deal with it in a constructive
way and will acknowledge any written formal complaints within 48 hours. Please write or speak
to our practice manager Stephen Antill. Full details of our complaints procedure can be obtained
at reception.
Confidentiality
Please ask at reception should you wish to speak with someone in confidence as we have a room available for this purpose.
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team. Prescriptions and some of the consultation records are run purely on computer. This enables us to analyse various aspects of health care and to produce an annual practice report. If you are moving home and will fall outside of the practice boundary (as indicated on the back cover of this booklet) you will be required to register with a GP in that area, as soon as possible.
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