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AS OF 1st APRIL 2018




Practice Charter

What You Can Expect From Us

  1. Confidentiality - You will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated with complete confidentiality in matters relating to your health. We are obliged to keep medical records which will be used by those involved in your care. These records may be seen by other members of staff who are also bound to confidentiality by their Contract of Employment. Due to protection of patient confidentiality we are only allowed to give results personally to the patient concerned.
  2. Standards Of Care - It is our intention to carry out audits and patient satisfaction surveys and monitor and evaluate our service. All Doctors and staff participate in appropriate training and continuing education.
  3. Availability - You will be able to see a Doctor of your choice, where possible, within two working days. In an emergency you will be able to see a GP the same day. Appointments are available with a Practice Nurse without first seeing a Doctor. We will try and see you within 30 minutes of your appointment time. However, our work is unpredictable; you will be offered an explanation when we cannot do this. We will visit you at home if you are too ill or infirm to be brought to the surgery. Please phone on 01926 425436 prior to 10.30 am whenever possible. A Doctor will give you advice, see you at the surgery or visit you outside normal surgery hours for emergencies if the Doctor assesses that this is necessary.
  4. Telephones - During working hours we will endeavour to answer the phone as soon as possible. However, delays may occur during busy surgery times.
  5. Medication - We will explain the likely effects of any drugs and review your long term medical needs at agreed times. If you require repeat prescriptions, please give 48 hours’ notice.
  6. Complaints and Suggestions - If you have any comments, complaints or compliments about any aspect of the Practice please contact our Practice Manager or one of the Doctors. Complaints will be handled according to our established procedure, a copy of which is available at the reception desk.

Please Help Us To Achieve Our Standards

  1. Please be courteous and polite when dealing with members of the Practice team.
  2. Please make routine appointments well in advance wherever possible
  3. Please do everything you can to keep appointments. Tell us as soon as possible if you cannot attend so that your appointment can be offered to someone else.
  4. Phone lines are very busy in the morning. It is easier to get through between 11.00am to 12.30pm and 2.00 to 2.30pm. Please use the correct phone number.
  5. Please do not ask for a home visit unless it is strictly necessary. The less time the Doctor spends travelling, the more time that is available for the patients at the surgery.
  6. Please do not call out of hours except in real emergencies.
  7. If you are unhappy with us or our service please do tell us. We welcome suggestions and constructive criticism. Please speak to the Practice Manager.
  8. Please do read the Practice booklet, newsletters and notices displayed in the surgery.
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