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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 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 the delay.
Access: You will have access to a doctor rapidly in case of emergency;
three hours in cases of urgency; and otherwise within two working days. 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. Test results take time to reach us, so please do not contact the surgery before you are asked to do so. 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;
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.
We need help too. Please ask for home visits by the doctor only when the patient is too ill to visit the surgery.
Please keep your phone calls brief and avoid calling during the peak morning time ie 8.00 - 9.30am and peak afternoon ie. 1:30 - 2:30 for non-urgent matters.
We ask that you treat the doctors, nurses and practice staff with courtesy and respect.
Patients who are abusive, rude or aggressive will be removed from our practice list without warning.
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 address
this to our practice manager or ask at reception for a leaflet on our complaints
procedure.
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.
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