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Practice
Charter Standards
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. Following discussion with you,
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.
Our
Responsibilities To You
We Are Committed To Giving You
The Best Possible Service.
Names
People involved
in your care will give you their names and ensure that you know how to contact
them. The surgery should be well signposted and the doctors' or nurses' names displayed on
their consulting room doors.
Waiting Time
We run an appointment
system in this practice. You will be given a time at which the doctor or nurse
hopes to see you. You should not wait more than thirty minutes in the waiting
room without receiving an explanation for the delay.
Access
You
will have access to a doctor rapidly in case of emergency; within half a working
day in cases of urgency; and otherwise within two working days, whenever possible.
Telephone
We will try to answer the phone promptly and to ensure that there
are sufficient staff available to do this. You should be able to speak to a doctor
and nurse by telephone if appropriate.
Test Results
If
you have undergone tests or x-rays ordered by the practice, we will inform you
of the results at your next appointment. If no further appointment needs to be
arranged, we will advise you when and how to obtain the results.
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 that information which directly
affects your health and the care being offered.
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 any
limitations in the law. These will be kept confidential at all times.
Complaints
We will provide you with information about how to make suggestions
or complaints about the care we offer. We want to improve services, so we welcome
any comments you have. In the first instance please contact a member of staff.
Your
Responsibilities To Us
Help Us To Help You.
Names
Please
let us know if you change your name, address or telephone number.
Waiting
Time
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.
Access
We need help too. Please ask for
home visits by the doctor only when the person is too ill to visit the surgery.
Telephone
Please keep your phone call brief and
avoid calling during the peak morning time (8.30-10.30am) for non-urgent matters.
Test
Results
Test results which take time to reach us, are available
in the afternoon, but please do not ring before you have been asked to do so.
Enquiries about tests ordered by the hospital should be directed to the hospital,
not the practice.
Respect
We ask that you treat
the doctors and the practice staff with the due courtesy and respect.
Information
Please read our practice booklet. Along with this website it will help you to get the
best out of the service we offer. It is important you understand the information
given to you. Please ask us questions if you are unsure of anything.
Health
Promotion
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.
Health Records
Please ask
your doctor if you wish to see them.
Complaints
Please
read the items below, which explaib the arrangements we have
made to receive your suggestions, complaints or even compliments!
Comments
And Suggestions
We
are happy to accept and consider comments and suggestions from our patients. Please
present your views in writing at reception.
Complaints
Procedure
We always try to provide the best services possible, but there are times when
you may feel this has not happened. The following information explains our in-house
complaints procedure, drawn up to respond to patient grievances. Our practice
is not able to deal with questions of legal liability or compensation. We hope
you will use it to allow us to look into and, if necessary, correct any problems
you have identified or mistakes that have been made. If you use this procedure
it will not affect your right to complain to the Primary Care Trust.
Please
note that we have to respect our duty of confidentiality to patients and a patient's
consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint please telephone or write to our practice manager.
Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly and your call
or letter will be acknowledged within two working days. We would hope to follow
this up with an explanation within 10 working days. Occasionally it may take longer,
but we will keep you informed throughout. We will try to address your concerns,
provide you with an explanation and discuss any action that may be needed.
Confidentiality
We
ask you for personal information so that you can receive 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.
Violent And Abusive Behaviour
This practice operates a zero tolerance policy. Any violent or abusive behaviour, either verbal or physical, perpetrated against staff will not be tolerated. In
extreme cases you may be removed from the practice list.
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.
Please ask at reception for further details.
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