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PRACTICE
CHARTER STANDARDS
Our Responsibilities
To You: We Are Committed To Giving You The Best Possible Service
•
Names
People involved in your care will give you their names
and ensure that you know how to contact them. The surgery should be well signposted
and the doctors’or nurses’ names displayed on their surgery rooms.
•
Waiting Times
We run an appointment system at all three surgeries.
You will be given a time at which the doctor or nurse hopes to see you.
You should not have to wait more than 30 minutes in the waiting room without receiving
an explanation for the delay.
• Repeat Prescriptions
Repeat prescriptions can be obtained by ringing into surgery between 6.30pm and 8.00am, choosing the correct option and leaving details of name, address and computer number, together with a list of repeat items required; by dropping your copy through the door or by posting it into the surgery with a stamped, addressed envelope. PLEASE GIVE 48 HOURS' NOTICE.
• Telephone
We will
try to answer the phone promptly and to ensure that there are sufficient staff
available to do this.
Non-urgent calls will be dealt with at the end of surgery
if these cannot be dealt with by Reception Staff.
• Test
Results
If you have undergone tests or x-rays ordered by the
practice, we will inform you of the results at your next appointment. We
will only contact you if further action is necessary ie prescription required
or referral for further care.
• Respect
Patients will be treated as individuals and partners in their healthcare irrespective
of their ethnic or religious and cultural beliefs.
• Information
We will give you full information about the services we offer. Every effort will
be made to ensure that you receive the information which directly affects your
health and the care being offered.
• Health Promotion
The practice will offer patients advice and information on steps they can take
to promote good health, avoid illness and self-help which can be undertaken without
reference to a doctor in the case of minor ailments.
• Bloods
Results will only be given out between the hours of 4.00 and 6.00pm. Please do not ring at any other times.
• Health
Records
You have the right to see your health records, subject
to any limitations in the law. these will be kept confidential at all times.
•
Complaints
We will provide you with information about how to
make suggestions or complaints about the care we offer. We want to improve services,
so we welcome any comments you have. Please contact our Practice Manager in writing,
supplying full details of your complaint.
Your
Responsibilities 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, tell us as soon as possible
if you cannot attend; otherwise, other patients may have to wait longer.
•
We need help too. Please ask for home visits by the doctor only when the person
is too ill to visit the surgery.
• Please ring for your visit between 8.00 and 11.00am.
• Please allow 48 HOURS' NOTICE FOR REPEAT
ITEMS. Please inform Reception Staff if your medication has been changed
or increased by the hospital or the doctor. NO REPEAT TELEPHONE REQUESTS FOR PRESCRIPTIONS WILL
BE TAKEN BY RECEPTION STAFF.
• Please keep your phone call brief and avoid calling during the peak morning surgery ie 8.00 to 11.00am for non-urgent matters.
• Test results take time to reach us.
If we do not contact you within a two week period you can assume that the tests
are normal.
• We ask that you treat the doctors and Practice
Staff with due respect. We operate a Zero Tolerance policy.
• Please read our practice booklet.
This will help you to get the best out of the services we offer. It is important
you understand the information given to you. Please ask 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 ensure that you turn up for appointments
or telephone in advance to cancel.
• Please read our practice booklet,
which will tell you about the arrangements we have made to receive your suggestions,
complaints or even compliments!
ZERO
TOLERANCE
Violence and intimidation are unacceptable and in line with the government guidelines, this practice supports the Zero Tolerance Policy which has been put into force for all NHS workers.
The result of this action is that any patient who verbally or physically abuses any member of our staff will be removed from the practice list and may be subject to prosecution.
FREEDOM OF INFORMATION -
PUBLICATION SCHEME
The Freedom of Information Act 2000
obliges the practice to produce a Publication Scheme. A Publication Scheme is
a guide to the ‘classes’ of information the practice intends to routinely
make available. This scheme is available from reception or alternatively by downloading
from the home page of this website.
CONFIDENTIALITY AND DATA PROTECTION
We ask you for personal information so that you can receive 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 necessary that medical information about you is shared between members of the practice team.
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