The Over Wyre Medical Centre

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 or 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 your personal health records.

Complaints

Please read the items below, which explain 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.