This charter has been published so that you know exactly what you are entitled to and the standards of health care you should receive.
An entitlement is a level of service that must always be delivered.
A standard is a level of service that you can expect to be delivered other than in exceptional cases.
The aim of the practice is to meet the health needs of the people it serves. In order to achieve this, we will:
- Provide care in accordance with our Practice Charter
- Provide appropriate training to staff
- Develop management systems which allow us to monitor the quality of service delivered and identify new needs in the community
- Communicate with our patients, colleagues and other agencies.
Our Responsibilities to You
- You will be greeted in a friendly, welcoming manner
- You will be treated courteously by all team members who will be skilled in dealing with your problems and queries
- You are entitled to confidentiality
- You will be provided with information about proposed treatment or procedures and asked for your consent. This applies to all patients including those under 16
- You will be offered a same-day emergency appointment if you need to see a doctor urgently
- You are entitled to a consultation on your general health even if you have not seen a doctor or other healthcare professional in the last three years
- You are entitled to information and answers to questions about your own health
- You will usually be seen within 20 minutes of your appointment time. You will be informed of any delays
- You are entitled to see your health records, subject to the limitations of the law.
- If you have undergone tests or X-rays ordered by the practice, we will inform you of the results if further action is required before your next appointment
- Repeat prescriptions will normally be ready two working days after the request was made
- Routine referral letters will be despatched or will be ready for collection within one week of referral. Where an appointment is not received by you within four weeks of referral, we undertake to investigate with the appropriate agency
- We will advise you and inform you of:
- steps you can take to promote good health
- self-help for minor ailments
- Our instruments and equipment are regularly serviced and, where appropriate, calibrated to ensure accuracy
Your Responsibilities to Us
- Please keep us informed of any change to your personal details, e.g. if you move, change your telephone number, get married etc.
- Please treat the staff with the same respect and courtesy with which you yourself would like to be treated. The practice will not tolerate any abuse of their staff or any aggressive attitudes
- You are responsible for keeping appointments with us and for giving adequate notice if you wish to postpone or cancel
- The first hour of the morning is the busiest time. Please only call if necessary at this time and keep your call as brief as possible
- You should not delay the doctors unnecessarily – their time is limited and they may have many more patients to see.
- You can reduce delays by remembering that an appointment is for one person only. Where another member of the family needs to see the doctor – even if it is about childhood ailments, or if their symptoms are identical – another appointment should be made
- You should come to the surgery for appointments unless you are prevented by illness or infirmity. A doctor can see many more patients here than when out visiting. If you do need a visit please ring before 10:30 a.m.
- When the surgery is closed, you should only telephone the out of hours emergency service if you consider the problem is urgent.
- Use the doctors’ time appropriately – remember the practice nurses are also available for blood pressure checks, well person checks, smears, and travel advice, and they run a range of chronic disease management clinics.