Practice Charter

The Government has given the health service quality standards which are the rights of all patients. While we agree these standards are important, we do not feel they are achievable without the help of our patients, we would then ask you to read this part of our booklet bearing in mind that we will keep to the standards set if you will give us the opportunity to do so.

1. Patients have the right to be greeted courteously, so do the staff, in particular the reception staff who do a very difficult job under a lot of pressure.

2. Patients have the right to absolute confidentiality.

3. Doctors and nurses will begin surgeries at the appointment time, where there is a delay of more than thirty minutes patients have the right to be informed and to make alternative appointments. In order to run an efficient service and to keep waiting times to a minimum, doctors have to run appointment systems. No one will complain if they are kept waiting because a patient has a more serious or time consuming problem. We all know it might be us next.
Where the doctors need support is to ask that patients do not save up minor problems and unload them all "while I am here". If a problem is not worth bringing to the doctor specifically you should ask yourself; is it fair to discuss it when your own appointment time is used up with your main complaint and you are now using the time of the next patient.

4. Patients have the right to information about their own health, particularly their illness and its treatment, alternative forms of therapy and the likely outcome of the illness.
We try to be informative but if you feel we are not telling you enough; then please ask.

5. Patients have the right to access their own health records subject to the limitations of the law.

6. The practice will offer advice and seek to inform patients of:
a) Steps they can take to encourage good health and to avoid illness, e.g.: Smoking, exercise, immunisation etc.
b) Advice on self help which can be carried out without reference to a nurse, health visitor or a doctor in the case of minor ailments.

7. The practice will inform patients of services available by means of this brochure, notice boards and leaflets.

8. Patients with urgent medical conditions will be given priority and will be seen as soon as possible, even when this may cause delay to booked appointments. Remember, it could be you next time, so try to be tolerant.

9. Patients have the right to out of hours cover by the doctors. These calls should only be requested if truly necessary. Patients should remember that the doctors are working about eighty hours a week and that the on-call doctor will be working the following day.

10. Patients have the right to a home visit if they feel they cannot attend the surgery. Home visits do not make the best use of medical time and should be requested for medically housebound patients only.

11. All new patients will be offered an appointment with a practice nurse for a general health check.

12. All patients aged 75 and over will be offered an annual health check.

13. Patients shall be referred to a consultant acceptable to them when their GP thinks its necessary.

14. Any suggestions to improve services will be considered by the appropriate team member and a response given.

15.A reply to a written complaint will be given within 7 days. This reply will either be in full, or it will explain the reasons why it is not, and will give a date when a full reply will be received.

16. On weekdays patients with a non urgent request should normally be able to consult a GP or nurse within 24 hours. Please remember that an appointment is for one person only. If another member of the family needs to be seen, another
appointment needs to be made, and the patient's notes will then be available.

17. Except in exceptional circumstances, patients should be able to consult with a named doctor within 5 working days, unless that doctor is away from the practice.

18. Repeat prescriptions will be available within 2 days, excluding Saturday and Sunday. Urgent prescriptions will be given with the minimum of delay. It is important to give 2 days notice for prescriptions as any shorter time may lead to difficulties in preparing, checking it and having it signed. Patients should also attend for reviews of repeat medication when requested as, simply putting in for another repeat will cause inconvenience to all concerned, including the patient.