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Introduction

heart_and_scopeOur Practice Charter sets out what you can expect from us, and what we in return expect from you.

The care of your health is a partnership between yourself and the Practice Team. The success of that partnership depends on a number of factors:

  • Establishing a shared responsibility to prevent problems before they occur, rather than trying to put them right later.
  • Having a clear understanding of each other's needs.
  • Developing regular feedback on how you feel about our services.

Only by such co-operation will we be able to improve our services and achieve the ultimate goal of a healthier community.

Your rights

  • You have a right to confidentiality.
  • You have a right to information and answers to questions about your own health, in particular:
    • any illness and the treatment for it
    • possible alternative forms of treatment
    • possible side effects
    • prevention and avoidance of illness recurring
    • any proposed investigations
  • You have the right to see your medical records, subject to the limitations of the law (Data Protection Act in 1990) and you have access to those records written after 1 st November 1991.
  • You have the right to choose whether or not you wish to take part in medical research or training of medical staff, including students.

Our aims

Are to:

  • Treat you as an individual with respect at all times, irrespective of your ethnic origin, religious belief, personal attributes, or the nature of your health problems.
  • Give you a routine appointment with the Practice Doctor within 5 working days and with the Practice Doctor of your choice, usually within 3 weeks, subject to any absences on annual or study leave.
  • Provide a same-day urgent appointment if you need to see the doctor urgently, but the appointment will be with the available doctor at the time and not necessarily at the time of your choice. Please be aware that a delay may well occur in the "urgent same-day appointment" surgery.
  • See you normally within 30 minutes of your routine appointment time, but we would like to remind you that the Doctor might have to deal with medical emergencies, which must take priority over routine appointments. When there is a longer delay patients will be informed with an explanation.
  • Provide and maintain premises that are clean, comfortable, safe and easily accessible to all patients including those with mobility disorders and special needs.
  • Meet written requests for prescriptions normally within 2 working days, unless the Doctor advises that the patient needs to be seen first.
  • If you have undergone tests or x-rays ordered by the practice, to inform you of the result if medical action is required. However, if you wish to know the results of any tests, please enquire at Reception, in the afternoon after 2.30 pm and at least 7 working days after the test has been carried out. You will either be informed of the result or be given an appointment to see a Doctor.
  • Dispatch routine referral letters, or have them ready for collection, within 5 working days of the referral being agreed with the doctor. Private health forms and other non-medically urgent forms will take up to 2 weeks.
  • Have instruments and equipment regularly serviced and, where appropriate, calibrated to ensure accuracy.

Your responsibilities

With your rights come responsibilities, which will enable us to give you the best possible service.

We would ask you to note the following:

  • Inform us immediately of any change of address or circumstances, and make sure that we have your current telephone number.
  • You are responsible for keeping appointments with us and for giving adequate notice if you wish to cancel. If you are more than 10 minutes late you may have to wait until the end of surgery to be seen, or be asked to make another appointment.
  • The practice is very busy especially before 10.30am; please keep your telephone calls brief during this period.
  • You can reduce delays by remembering that an appointment is FOR ONE PATIENT ONLY , and each appointment is 10 minutes long. If you bring a long list of problems, the Doctor may have to ask you to book an additional appointment.
  • We expect our staff to be treated courteously at all times and rudeness will not be tolerated. They will try to help you as much as they can, but please remember they are following the procedures which have been laid down by the Doctors to ensure safe and appropriate medical care. We will not tolerate any form of violence or abuse towards our staff. If you behave in an inappropriate way, you may be removed from the list with immediate effect
  • You should come to the surgery for appointments unless prevented by illness rendering you housebound. A Doctor can see many more patients in the surgery than out visiting.
  • If you request a home visit by the doctor you should ring the surgery by 10am. Doctors will normally visit patients outside surgery hours if, in their opinion, the patient's illness or infirmity prevents them from attending the surgery or the BarnDOC out of hours centre.
  • When the practice is closed you should only telephone if you consider that the problem is medically URGENT.
 
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