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Patient Charter

Patient Charter

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 Promise to you

  • You will be greeted courteously

  • You have a right to confidentiality

  • You have the right to see your medical records subject to the limitations of the law

  • You will be seen the same day if your clinical need is prioritised by a GP as urgent

  • You will be referred to a consultant when your GP thinks it necessary

  • You will be given the result of any test or investigation that your GP has organised on request

  • Your repeat prescription will be ready for collection within 48 hours of your request

  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

Your obligations to us

  • Treat all medical centre staff with courtesy in a professional manner

  • Not ask for information about anyone other than yourself

  • Tell us of any change of name or address, so that our records are accurate

  • Only request an urgent appointment if appropriate. Home visits should only be requested if you are too ill to attend the medical centre and are housebound

  • Cancel your appointment in advance if you are unable to attend

  • Be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency for the on-call staff

  • Use the tear-off slip or online services to request your repeat prescription whenever possible.

  • Attend for review, when asked, before your next prescription is due

  • Limit your discussions with staff to the clinical need you have on that day and not engage staff in recreational discussions about other matters, causing them to run late

  • Let us know whenever you feel we have not met our responsibility to you

  • We would, of course, be pleased to hear when you feel praise is due as well

  • We will not tolerate violent or abusive behaviour to any member of staff within our practice and such behaviour will result in you being removed from the practice list immediately.

Zero Tolerance

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff.  The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress.  It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.

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