Practice Charter

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. At least 24 hrs before 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 - 2.30pm 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. Along with this website it 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.

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.

This scheme is available from reception.

Accountable / Named GP for All Patients

The practice is required by the government under the terms of the latest GP contract to allocate all patients to a named accountable GP

Individual patients will be informed of their named GP at the first appropriate interaction with the practice.

For convenience if you have a medical card your accountable GP will be the named doctor you are registered with. Patients registering over the last 2 – 3 years will not have received a medical card as these are no longer routinely sent when registering with a new GP.

However the Practice does keep a record of your registered (Usual) GP. If you wish to be told the name of your accountable GP, please ask the receptionists when you are next at the surgery.

Please note: there is no need to telephone the practice for this information

Having a named GP does not prevent you seeing any other doctor in the practice. Your named accountable GP will not be available at all times and you may see any of the GP’s at the practice.

Publication of earnings for last financial year

All GP practices are required to declare the mean earnings for GPs working to deliver NHS services at each practice.

The average pay for GPs working at the Barbara Castle Health Centre was ninety one thousand two hundred and eighty seven.

That is for one full time one three quarters time and one part time.

It should be noted that prescribed method for calculating earning is potentially mislead because it takes no account of how much time doctors spend working in the practice,and should not be used to form any judgement about GP earning, nor to make any comparison with any other practice.

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