Patient Charter
Introduction
This practice strives to provide an exemplary Primary Health Care Service to all patients registered with us.
In line with recent trends in the UK regarding the right of the patient we have decided to produce this Patient Charter. This is a wholly voluntary undertaking to which we are fully committed, as we believe it will benefit both you the patient and the Practice.
We have called our Practice Charter "Our Standard Contract of Care" because in defining the standard we aim to achieve, we have included your responsibilities to the Practice. We are committed to giving the best possible service which we feel can only be achieved by the patient and practice working together.
Each Section will outline the standards we aim to achieve and will also detail your responsibilities to us. By agreeing to a few simple guidelines you can help us to provide the best possible service to you.
Telephone Access
Calls will be answered and dealt with as effeciently and as soon as possible. Staff will be courteous at all time.
Your responsibilities are:
- To remain patient and keep calls as brief as possible.
- To avoid calling at peak times for non-urgent matters.
Appointments
We will endeavour to offer appointments as follows:Your responsibilities to us are:
- To attend appointments on time.
- To cancel if you are unable to attend.
- Not to request urgent appointments for routine matters.
- To observe the "One Appointment - one patient with one problem."
- If necessary, request a double appointment.
Repeat Prescriptions
Patients may order repeat prescriptions by sending a request to the appropriate surgery, by telephone/fax or by accessing our website. Prescriptions will normally be ready for collection 48 hours following request except at weekends and bank holidays. If on continuous medication upon registration please introduce yourself to Practice staff to enable your medication to be ordered.
Your responsibilities to us are:
- To give reasonable notice when ordering repeat prescriptions.
- If on continuous medication upon registration please introduce yourself to the Practice staff to enable your medication to be ordered.
Waiting Times
Patients will be seen within reasonable time of their appointment. We will always keep you informed if appointments are running late so that you can re-book your appointment if necessary.
Your responsibilities to us are:
- To attend punctually for appointments and to cancel if unable to attend.
- To book in at reception to confirm your arrival for your appointment.
Contract of Care
The care of patients is fundamental to the service we provide and for your own well-being. We may prescribe treatments to aid a particular complaint and make recommendations to changes and/or modifications to lifestyle to promote the patient's well-being.
Your responsibilities to us are:
- To comply with any treatment recommended or prescribed.
- To try and live as healthy a lifestyle as possible and ask for help and advice if necessary.
Referrals
From time to time it may be necessary to refer to a consultant for further care. In such cases we will do our utmost to ensure referral letters are sent promptly from this Practice.
Your responsibilities to us are:
- To ensure you notify the Practice of any long periods of absence or holiday, or when you know that you will be unable to attend the given date.
- To recognise that there may be some delay before you receive the appointment.
- To attend any outpatient appointment arranged for you.
Investigations/Results
Any tests undertaken will be dealt with promptly and you will be advised of the usual length of time before we could expect the results.
Your responsibilities to us are:
- To recognise that results will not be released over the telephone to third parties.
- If requested - when notified of your tests results you will arrange a follow-up appointment at the earliest opportunity.
Comments, Complaints and Suggestions
Comments and suggestions are always welcome and may be made in writing to the Practice Manager. Alternatively there is a suggestions box located in the patient waiting room. Complaints should be made through the Practice Complaints Manager. All complaints will be treated seriously and dealt with as soon as possible. You will find details of our complaints procendure at reception and in the patient waiting room.
Your responsibilities to us are:
- To recognise that problems can usually be resolved immediately within the Practice.
- To address complaints to the Practice Complaints Manager.
- To try and understand that Practice staff are busy and not to make complaints about minor matters beyond our control.
- To understand that we have no responsibility for other areas of the NHS such as hospital waiting lists.
Your Practice Complaints Manager is: Mr W A Rawlings.
Confidentiality
All staff in the practice are bound to maintain patient confidentiality at all time. Any proven breach of confidentiality will be treated extremely seriously. Confidentiality also extends to the patients family members; therefore medical information about you will not be divulged to any family member without your written consent.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act 1990, a patient may request to see their medical records.
Such requests are to be made through the Practice Manager. Information is only ever released with your consent unless we are legally obliged to do so. There may be a fee charged for this service.
Accreditation Visits & Visits by the Primary Care Trust
During these visits medical teams carry out a quality control check on a proportion of medical records. Any confidential medical information about an individual will not be divulged by he visiting team, however, individuals have the right to deny the inspector access to their own documents should they wish. Any individuals who does not wish their records to be inspected should inform the Practice Manager or his/her deputy in writing.
Patients will be notified of any planned visits on the Practice Information Board located in the waiting room:
Your responsibilities to us are:
- To ensure your written consent accompanies any request you have authorised for your medical information.
Non-Discrimination
Patients should expect to be treated with respect and courtesy and not be discriminated against on the grounds of sex, colour, creed, class or ethnic origin.
Your responsibilities to us are:
- To afford the same level of courtesy and respect to members of the practice.
- To recognise that verbal or physical abuse will not be tolerated.
Review and Monitoring
We will review and monitor the services we provide. This will ensure that our commitment to high quality patient care remains constant.
Your views are important to us, as is your co-operation in achieving these aims. Positive and negative feedback will help us to be in a position to judge if we are meeting our standards.
Should you have any comments positive or negative then please address them to either the Practice Manager or his/deputy.
