Barbara Castle Health 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 RESPONSIBILITY TO YOU:

We are committed to giving you the best possible service.

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 are indicated on the surgery 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 be able to see you. You should wait no more than ten minutes in the waiting room without receiving an explanation for any delay.

Access: You will have access to a doctor in case of emergency; three hours in cases of urgency. 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 to answer the telephone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to the doctor by telephone.

Test Results: If you have undergone tests or x-rays ordered by the practice, please telephone the surgery between 2 - 4pm for your results. We will contact you only if the doctor wishes to see you again. Some test results take time to reach us. Where they are not available when you call, we will usually ask you to ring back in the first instance. Enquiries about tests ordered by hospitals should be directed to the hospital, not the practice.

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 case of minor ailments.

Health Records: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.

YOUR RESPONSIBILITY 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 keep your phone calls brief and avoid calling during the peak morning time i.e. 8.00 - 9.30am and peak afternoon i.e. 1:30 - 2:30 pm for non-urgent matters.
  
• Please ask for home visits by the doctor only when the patient is too ill to visit the surgery.

We ask that you treat the doctors, nurses and practice staff with courtesy and respect.
Patients who are abusive, rude or aggressive will be asked to move to another practice.

Please read our practice booklet. This will help you get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.

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 on it.

Comments and Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.

Complaints Procedure

If you have a complaint about your treatment at the surgery, do please ask at reception for a leaflet on our complaints procedure and a form which you can complete and return for attention. All complaints are investigated and we will advise you of the outcome.

Confidentiality

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.

We cannot discuss your case with another person, such as a member of your family, if you have not given us consent to do so. You need to put such a request in writing, naming the person with whom details can be shared. The practice will send you a letter back confirming the details.

If you have any queries, please ring the surgery and our reception staff will be pleased to clarify matters / assist you.