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The
Practice Aims
You will be treated with courtesy by all team members, who will be skilled in dealing with your enquiries and problems.
Please be courteous to them also.
All team members will respect your confidentiality. Your records, both written and computerised, will be kept secure and confidential.
If you are considered to have an urgent medical problem, you will be seen the same day.
With an urgent problem, you should normally be able to see a doctor within 24 hours.
With a non-urgent problem, you should normally be able to see the doctor of your choice within three working days.
Waiting times at the surgery will be kept to a minimum. You will be advised of any delay to your booked time.
All children will be offered immunisation.
All referrals will be dealt with promptly, and you will be advised on how you will be told of any test results.
Complaints will be investigated thoroughly and promptly. You will be informed of the findings.
The
Practice Expectations
- By leading a healthy lifestyle and therefore minimising health risks, you will be helping not only yourself but also your doctor.
- Please try to attend appointments on time. If you have to change or cancel an appointment, tell the practice as soon as possible.
- Please be patient if your appointment is delayed. Delays are often caused by patients needing emergency attention.
- Requests for repeat prescriptions should be made to reception in plenty of time to avoid unnecessary delay in treatment.
- Whilst privacy is at all times respected, reception staff may need further details about a visit or appointment to help doctors assess the degree of urgency.
- Be sure to notify your doctor promptly of any change of address or family details such as marriage.
- Home visits should be regarded as a service for the genuinely housebound or seriously ill. Requests for home visits should be made before 10.30am wherever possible.
- If you are in any doubt about the seriousness of an illness, or whether you or a member of your family need a home visit, telephone your doctor for advice.
- The practice respects the right of a patient to leave our practice at any time if they feel unhappy with the service. The practice retains the right to remove from the practice list any patient who consistently abuses the system or any patient who is abusive or violent towards any doctor or member of the practice team. Your comments are welcome and any complaint will be dealt with promptly and confidentially.
ACCESS TO YOUR MEDICAL RECORDS
You have the right to ask for a copy of all records about you (you may have to pay a fee)
- Your request must be made in writing to the practice.
- There may be a charge to have a printed copy of the information held about you.
- We are required to respond to you within 40 days.
- You will need to give adequate information and complete a ‘Patient Authority Consent Form’ which will be sent to you.
If you think anything is inaccurate or incorrect, please inform the organisation holding your information.
COMPLIMENTS, CONCERNS, COMMENTS AND COMPLAINTS
We welcome your feedback. If you have any ideas as to how we could improve our service, or wish to tell us what we do well please let our practice know.
We aim to deal with any complaints promptly and efficiently. Please contact our practice manager if you have any problems.
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