PATIENTS 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 Responsibility to You:

You will be treated courteously

You have a right to confidentiality

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

The surgery is open from 08.15 ? 13.00 & 14.00 ? 18.30 when there is always a doctor on duty to deal with medical emergencies

We offer a range of flexible appointment times to suit your individual needs

You will be seen the same day if your problem is urgent ? You may see any doctor in the surgery

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 the 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 working hours of your request

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 the surgery staff with the same courtesy and respect

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

Only request an urgent appointment if appropriate.

Home visits should only be requested if you are too ill to attend the 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 allow sufficient time for your consultant?s letter or the results of any tests to reach us

Use the tear off slip to request your repeat prescription whenever possible. Or use this web site. We do not take requests for repeat prescriptions over the telephone. 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

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

Practice Policy on Telephone Availability

In line with "Good Medical Practice for General Practitioners" the Practice has a system for receiving and returning phone calls from patients.

The Practice telephone lines are open between 8 a.m. and 6.30 p.m., Monday to Friday.

Patients can telephone the Surgery between these times to request to speak to a Doctor or Nurse.

If it is a non-urgent request, then the patient is informed that the Doctor or Nurse will return their call between a given time, depending on the time the call is taken by the Receptionist i.e. morning or afternoon. A written request (with carbon copy recorded) will be passed to the appropriate Doctor or Nurse.

If it is an urgent call, the call will be put through immediately to the Doctor on duty.

Face to face and telephone access to receptionists is available Monday to Friday 8.15 – 1pm and 2 pm to 6.30 pm.