Practice Charter

We would respectfully request that you:

Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you.

Attend appointments on time and check in at reception. Patients who are more than 20 minutes late for their appointment may not be seen.

If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need.

An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made.

Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience.

Please request urgent appointments, if possible, before 10.30am.

Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date.

Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us.

Let us have your views. Your ideas and suggestions, whether complimentary or critical, are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.

You have the right to see your own medical records held on computer or within non-computerised (eg handwritten) records. These rights are set out in the Data Protection Act 1998.

COMPLAINTS AND SUGGESTIONS

We try to do our best but sometimes this falls short of the ideal. If you have a genuine complaint, please do not harbour it and become resentful. Speak to your doctor or our Practice Manager, Tracy Bridge, who will endeavour to sort out the problem. The practice is accredited to deal with its own complaints. Any member of staff will be able to advise you on how to make a formal complaint.

Tracy would also welcome any suggestions you may have on ways we might improve our service to you.

CONFIDENTIALITY

All staff are bound by strict rules of confidentiality. We are a computerised practice and are registered under the Data Protection Act. All consultations are now entirely recorded on the computer system.

FREEDOM OF INFORMATION

The practice complies with the guidelines currently set under the Freedom of Information Act.

CHAPERONE

A chaperone is always available on request.

FREEDOM OF INFORMATION

The practice complies with the guidelines currently set under the Freedom of Information Act.

We ask that children are supervised by a reasonable adult at all times. For their safety and that of others, please do not allow your child to run about while on the practice premises, or climb on the furniture, thank you.

ZERO TOLERANCE

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.