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Practice Charter
Help us to help you
Doctors’ Responsibilities
- You will be treated as an equal partner in the care you receive.
- You will be treated as an individual and will be given courtesy and respect at all times. You have the
right to be treated confidentially.
- You will be entitled to have a copy of our practice booklet.
- We will try to answer the phone promptly and courteously.
- Urgent appointments - you will be able to see a doctor or practice nurse (not necessarily the one
of your choice) on the same day if your problem is very urgent. Non-urgent appointments - you will be able to see a doctor within two working days. You will be able to see a practice nurse within five days.
- You should be seen within 30 minutes of your appointment time. You will be offered an explanation if
we cannot do this. Appointments with your doctor are 10 minutes long.
- We will explain the likely effects of any drugs and review your long-term medical needs. Please ask
the doctor or nurse if you have any questions about your medication or treatment.
- You will be asked to contact us and we will advise you about the results of any tests and x-rays you
have undergone.
- We will visit you at home if you are too ill to be brought to the surgery.
- We will provide an emergency service outside normal surgery hours. The telephone number is the
normal surgery number: 01865 730911.
- We will give you as much notice as possible of any cancelled surgery or clinic.
- We will inform you about how you can make suggestions and complaints about the services
we offer. You will receive a full and prompt reply to any complaints you make about our services.
- We will maintain accurate medical records.
- You have the right to see your computerised medical records and written medical records.
- We will offer advice and information about how you can promote good health and avoid illness.
- We have the right to remove patients from our list if they repeatedly and persistently ignore their
responsibilities to us and other patients.
- When joining our practice, we will offer you a check-up and an opportunity to meet your new GP.
Patients’ Responsibilities
- Help us to help you. Being a partner means that we have responsibilities to each other.
- We ask that you treat the doctors and all practice staff with the same courtesy and respect. Our
receptionists may need to ask you details in order to be able to help you more speedily. All staff are
bound by the same rules of confidentiality as the doctors.
- Please read our practice booklet. This will help get the best out of the services we offer.
- Please call for non-urgent requests between 10.00am and 4.00pm on Monday to Friday, to avoid peak
surgery times.
- Please remember that the doctor or practice nurse of your choice may not always be available on the
day you wish to see him/her, as he/she may be part-time, or have other commitments such as
emergencies, study leave, holidays etc.
- Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Please
try to be punctual. Please bear in mind the length of your appointment (10 mins) - long enough for only
one significant problem. If we are running late, please bear with us because on another occasion it
may be you that needs the extra time with the doctor.
- You should not expect to be given a prescription every time you visit the doctor. Please remember to
check your cupboards before ordering repeat prescriptions and bring your computerised sheet into the
health centre, allowing two working days.
- Please call when the receptionists have more time to help you, ie between 2.00-4.00pm on weekdays.
- Examination and treatment are easier at the surgery and the less time a doctor spends travelling
the more time is available for patients. Please do not ask for a home visit unless it is absolutely
necessary. Please ensure that your request for a home visit reaches the surgery before 11.30am unless a
genuine emergency arises later.
- Please do not call out of hours except in real cases of emergency. Wherever possible, it is best
to wait for the next surgery. There is a doctor-on-call service for emergencies and a Patient Care
Centre where you can go by appointment in the evening and weekends, to receive urgent treatment from
a doctor.
- Please remember to tell us as early as possible if you no longer need your appointment.
- Please aquaint yourself with our comments & complaints procedure..
- You have a responsibility too. Please remember to tell us if you change your name, address or
telephone number.
- We can make medical records available to you within 40 days of your request in writing. There is no charge
for this, but if you require copies there is a charge.
- You are responsible for your own health and that of your family and should take appropriate action and
advice. You should keep a thermometer and basic first-aid medicines at home.
- Changing doctors within the practice will not cause offence. If you are seriously unhappy with us
or the services we provide, you have the right at any time to leave our list and register with another
practice.
- Please provide our receptionist with all the details she needs to register you properly and complete the
necessary forms and questionnaire.
Equal Opportunities/Dignity At Work
No member of the practice may discriminate against or treat less favourably another member of the practice, a patient or member of the public attending the surgery, on grounds of gender, race, nationality, ethnic origin, colour or creed, age, marital status, disability, medical condition, social background or sexual orientation. Respect and dignity are the right of everyone, staff, patients and members of the public.
'Did Not Attend' Policy
A significant amount of doctor and nurse time is wasted every month by people making appointments which they fail to keep. The practice monitors these ‘did not attend’ appointments and where evidence shows a trend the patient is contacted. The doctors reserve the right to remove repeat offenders from the list.
A simple phone call to the surgery not only tells us you are unable to attend on this occasion, but allows us to treat someone else.
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.
Please do not ask the receptionists for confidential information about members of your family. This may
include: whether they have an appointment, test results, or whether they are on the premises. The
receptionists are not allowed to tell you.
Comments & Complaints
We are pleased to welcome any comments and suggestions you may have. We operate a practice-based
complaints system.
In the event of a problem or complaint, firstly contact Mrs Yvonne Milward, practice manager, in person, by
phone or by letter. We aim to resolve the majority of complaints at local level by using a practice complaints
procedure first. Please give us all relevant details as clearly as possible and as soon after the event as you
are able. Your rights to complain to the Primary Care Trust are in no way affected.
- We will acknowledge your complaint within two working days
- Try to offer you an explanation within two weeks
- Arrange a meeting to discuss your concerns with those involved, if appropriate
- Offer an apology, if appropriate
- Take action to ensure the cause of your complaint is not repeated
- Use your complaint to improve our services and provide training, where necessary
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