Patients Charter

What we will do for you

• We are always committed to providing you with the best possible service
• You will be treated as an equal in the care and attention you receive
• You will be treated as an individual and will be shown courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
• We will give you full information about the services we provide. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
• We will provide you with appropriate treatment and advice
• We will arrange a home visit if you are too ill to attend surgery
• Following discussion, you will receive the most appropriate care, given by suitably qualified people
• We will answer your telephone enquiries as promptly as possible and in a helpful and courteous manner
• We will make every effort to see you promptly at the surgery or give an appropriate explanation for any delay
• We will inform you how to obtain the results of tests and x-rays
• A doctor will be on call at all times for emergencies
• Within the limitations of the law, you are entitled to see your health records. This should be discussed initially with the doctor and a fee may be payable for this service
• Practice staff involved in your care will give you their names on request and ensure that you know how to contact them
• We will provide you with information about how to make suggestions or express concerns about the care we offer. We want to continue to improve our services and therefore welcome any comments you may have. Please pass your comments to the doctor or practice manager
• We will maintain our practice accommodation to the standard required by NHS Regulations and Health and Safety requirements
• We will provide appropriate facilities for disabled patients, including access to and within the building.

What you can do for us

• Please treat staff with courtesy and respect at all times. In the event of unreasonable behaviour e.g. violent or abusive behaviour the practice has the right to remove you from the practice List
• If possible, please telephone before 10:00 a.m. if you require a home visit
• Please take the medication prescribed to you
• Please let us know as soon as possible if you change your name, address or telephone number
• Please do everything you can to keep appointments, or tell us as soon as possible if you cannot.
• Be ready to tell us of your past illnesses, medication, hospital admissions and any other relevant details
• Should you wish to speak to a doctor please contact the surgery during the allocated time
• If you are unclear about your treatment, please speak to your doctor
• Please be patient, most delays are due to emergencies
• Please accept our advice on vaccinations, immunisation and health screening programmes
• Manage your own health and well-being by maintaining a healthy lifestyle, for example by taking regular exercise and having a varied, healthy diet

Please help us to help you