Practice Charter

1. Members of staff will at all times act courteously towards you. They will protect patient confidentiality.
2. They will wear a name badge in order to identify themselves to you.
3. Normally you will not have to wait any more than two working days for an appointment to see a doctor of your choice, except for unforeseen circumstances.
4. In an emergency, you will be seen on the same day.
5. The doctors/nurses will see you within 15 minutes of your appointed time. If there is a delay, you will be given an explanation by a member of staff.
• There may be a delay of more than 15 minutes to see the nurse. This is because the procedures carried out by the nurse can be time-consuming. However, reception will keep you informed.
• At the antenatal clinic, in spite of the appointment system, there might be a delay of more than 15 minutes because of extensive careful checks given by the midwife.
6. The telephone in the surgery will be answered within six rings during surgery hours. However, a slight delay may occur between the hours of 8.30 and 10.00am because of the volume of calls.
7. Repeat prescriptions will normally be available within 48 hours of request, excluding weekends and bank holidays. Telephone requests will not normally be taken.
8. If you have any complaints, please bring them to the attention of our practice manager, Mrs Janet Wright. They will be dealt with quickly and efficiently.
9. Children will be seen without an appointment.
10. We will listen to constructive criticism and suggestions. We have a suggestion box in reception for your use.

Help Us To Help You

1. Please be courteous and polite.
2. Please attend appointments on time. If you cannot attend, please let the receptionist know, so that the appointment can be given to another patient.
3. If you need a home visit when the surgery is open, please try to telephone before 10.00am so that the doctors can plan their rounds.
4. If you have any investigations (blood, x-rays, etc) please telephone the surgery to check when the results will be received and if you need to see a doctor/nurse.
5. Please do not ask for medical advice from our receptionists. You should follow our doctors' instructions for medication.
6. If you change your name, address or telephone number, please let us know.
7. Please return any surgery equipment, books or tapes when you have finished with them, so that we can lend them to other patients.
8. Please let us know about the quality of service you receive. From time to time the practice issues questionnaires. Please try to complete them. This will help us to improve our services to you and others.

Thank you

Confidentiality

Details of patient information are accessible to doctors and any member of the practice team either by the medical records or by the computer system. The patient can be identified by date of birth, NHS number or address. Any other body that requires information needs to apply to the doctor with written and signed consent from the patient authorising the release of information.

Zero Tolerance

The practice has a zero tolerance policy and patients who are violent and/or abusive to doctors, health care professionals or any member of staff on the practice premises will not be seen in the surgery.

Complaints

The surgery operates a complaints policy. The practice manager can provide further details.

Suggestions

There is a suggestion box at the reception counter. We welcome your comments.