These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health, it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.
The practice is committed to protecting children and vulnerable adults, and makes their welfare a priority. This will include working with other agencies where additional support is necessary. If you have any concerns about a child or vulnerable adult please speak to a GP or Practice Nurse. All information will of course be treated confidentially.
Our Responsibility To You
We are committed to giving you the best possible service.
- Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery is well signposted and the doctors' names are indicated on their surgery doors.
- Waiting time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
- Access: You will have access to a doctor rapidly in case of emergency; 24 hours in cases of urgency; and otherwise within two working days if required. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
- Telephone: We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by telephone, by arrangement.
- Test results: If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results.
- Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
- Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.
- Health promotion: The practice will offer patients advice and information on steps they can take to promote good health and avoid illness, and self-help which can be undertaken without reference to a doctor in the case of minor ailments.
- Health records: You have the right to see your health records, subject to limitations in the law. Records will be kept confidential at all times. Requests from other parties for such information will only be released with your written consent.
Help Us To Help You
- Please let us know if you change your name, address or telephone number.
- Please do everything you can to keep appointments. Tell us as soon as possible if you are unable to attend. Otherwise, other patients may have to wait longer.
- Remember that clinicians can usually only discuss one problem per 10 minute consultation.
- Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
- Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
- We ask that you treat the doctors and practice staff with courtesy and respect.
- Please read our practice booklet along with this website. It will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
The NHS Patient Advice and Liaison Service (PALS) provides an independent Advocacy service for advice and support. They can be contacted on 0800 783 3396.
Patients may make complaints or comments verbally or in writing, or through a representative.
The Care Quality Commission (CQC) can be contacted by phone: 0300616161
Or by e-mail: firstname.lastname@example.org. Website address www.cqc.org.uk
Zero Tolerance Policy
The practice operates a zero-tolerance policy. Therefore aggression, violence and threatening behaviour will not be tolerated and may result in the offending patient's removal from the practice list.
If that is the case a letter giving a full explanation for their removal from the list (containing details of the procedure for re-registering with an alternative practice) will be sent to the patient and a copy kept in their computer/medical record.
Freedom Of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.