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 highest standards of care at all times and make every effort to achieve this aim. The practice endeavours to treat you with courtesy, whether in the surgery, in your home
or on the telephone. You will always be offered the best possible medical and nursing care by suitably qualified people. We constantly monitor our standards and provide a wide range of the supportive services
and clinics for your benefit.
Your medical records are confidential and will not be discussed with anyone without your consent.
The practice complies with the Data Protection Act and Access to Medical Record Act.
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. Please cancel if you cannot attend as someone else might need the appointment.
We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.
Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
Test results take time to reach us, so please do not ring before you have been asked to do so and please ring between 2.00 - 4.00pm for all results. Enquiries about tests ordered by the hospital should be
directed to the hospital, not the practice.
We ask that you treat the doctors and practice staff with courtesy and respect.
Please read our practice booklet. This will help you to 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 upon it.
Please ask if you wish to see your doctor.
Complaints Procedure
Our staff aim to provide the best possible service to their patients and their families. We are always interested to hear your opinion on how well you think we are doing. We welcome suggestions and
constructive criticism as they help us to improve our service. At times you might not be happy with the service you have received and you may wish to make a formal complaint. In this event, please contact the
practice manager on 01922 775119 to make an appointment to see her to discuss your problem. Further information on complaints can be obtained from the surgery. We will be conducting patient
satisfaction surveys every year.
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by
the person concerned will be needed.
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.
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. If you want to discuss anything in confidence with any member of staff there is an interview room for you to use.
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