We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.
The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.
Our responsibility to you:
- You will be treated courteously with respect and dignity irrespective of ethnic origin, religion, cultural beliefs, sex or age
- You have a right to confidentiality
- You have the right to see your medical records subject to the limitations of the law
- Your telephone calls will be answered promptly
- You will be seen the same day if your problem is urgent
- You have the right to choose whether or not to take part in medical student training without affecting care
- You will be informed if there will be a delay of more than 20 minutes for your appointment
- You will be referred to a consultant when your GP thinks it necessary
- You will be given the result of any test or investigation on request or at your next appointment
- Your repeat prescription will be ready for collection within 48 hours of your request
- You will receive a full and prompt reply to any complaints together with a copy of our practice complaints procedure
- Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly
Your responsibility to us:
- Please treat all surgery staff with the same respect – we are all just doing our job
- Do not ask for information about anyone other than yourself
- Tell us of any change of name or address, so that our records are accurate
- Please keep your telephone calls brief and avoid calling during peak times for matters that can wait
- Only request an urgent appointment if appropriate. Home visits should only be requested if you are really too ill to attend surgery.
- Please cancel your appointment if you are unable to attend
- Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
- Please let the doctor know if you do not want a medical student present
- Please allow sufficient time for your consultant’s letter or the results of any tests to reach us
- You will be advised of the usual length of time to wait
- Use the tear off slip to request your repeat prescription whenever possible. Please attend for review, when asked, before your next prescription is due
- Do let us know whenever you feel we have not met our responsibility to you
- If you have a complaint please bring it to the attention of the Practice Manager, who will deal with it in accordance with the practice complaints procedure
- We would, of course, be pleased to hear when you feel praise is due as well