Practice Charter

GPs’ Responsibilities

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.

Respect for religious and cultural beliefs will be honoured.

Normally we will answer the telephone promptly and courteously.

You have a right to information about your own health (illness and treatment, possible side effects, prevention or recurring illness etc). We will offer medical advice and information for promotion of good health. You have the right to see your own medical records subject to the limitations of the law. A charge may be made.

On registering as a new patient, you will be offered a health check with the nurse.

If your doctor believes that you need a second opinion, then they will arrange this.

You will be given a time to see a doctor in accordance with the system used in this practice. If there is a substantial delay for any reason, you will be given an explanation.

Routine referral letters for hospital appointments will normally be dispatched within three working days of the referral being agreed with the doctor. Urgent referrals for hospital appointments may be faxed, telephoned or provided as a handwritten note for the patient to take to the hospital.

Patients' Responsibilities

We ask that you treat our doctors and all practice staff with courtesy and respect.

Please arrive on time for your appointment, which is for one person only. If you need an appointment for another member of the family please inform reception.

The first hour of the morning can be extremely busy. Please keep telephone calls brief and if possible, leave routine calls until later in the day.

You are responsible for your own health and that of your children. Please take the advice given to you at the practice. Let us know immediately if you change your address or name and remember to give your phone number and postcode.

Please speak to the practice manager if you wish to see your medical records. This can then be arranged. There may be a fee payable.

Please ask for a night visit only if it is truly necessary.

Please read the entire practice booklet to get the best out of the services available.
You can discuss any medical matter with the doctor, including asking for a second opinion.

Please let us know if you are unable to keep an appointment. We can then offer this appointment to someone else.

Where an appointment or acknowledgement of a routine referral for a hospital appointment is not received within six weeks, contact the hospital concerned.

Please do not use mobile phones in the surgery.

Confidentiality

We ask 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 1998. This 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 be shared between members of the team. You have a right of access to your health records. A standard charge as recommended by the British Medical Association will be levied if you require copies of your medical notes or computer records.

Comments & Complaints

Comments

Our practice manager, Sue Latham, has overall responsibility for the administration and smooth running of the surgery. We are delighted to hear comments about aspects of our practice, which have particularly pleased you. A book is available in reception for this purpose. We are also happy to receive suggestions as to how we might improve the services we provide.

Complaints

If you have a specific complaint about the service you have received please ask to speak to Sue Latham who is also the complaints manager. Should she not be immediately available, please ask for a complaint form at reception. This should be returned in a sealed envelope to the complaints manager. All complaints will be acknowledged within 10 days of receipt.