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.
Our Responsibilities To You
• We are committed to giving you the best possible service.
• Appointments: We will endeavour to keep within 20 minutes of your appointment time and if there is further delay you will receive an explanation.
• Access: You will have access to a doctor rapidly in the case of emergency, within half a working day in cases of urgency, and otherwise within two working days (this may be increased when a doctor is away). We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
• Respect: We will treat you with courtesy, as individuals and partners in your healthcare, irrespective of ethnic origin or religious and cultural beliefs.
• Information: Every effort will be made to ensure that you receive the information that directly affects your health and the care being offered, and to help you with any problem or query you may have.
Your Responsibilities To Us
Help us to help you. There are many simple things people can do which help GPs and their staff to improve services for yourself and others.
• Respect: We ask that you treat the doctors and practice staff with courtesy and respect.
We operate a 'zero tolerance' approach to violent or aggressive incidents and all patients indulging in such behaviour will be reviewed and, if necessary, removed from our list in accordance with the GMS Contract. The aim of the practice is to ensure that staff and patients can work in and use the practice safely, free from the threat of injury or upset through acts of aggression and violence.
• Night Visits: Please call the doctor at night only when you feel it is absolutely necessary. The local out-of-hours service (NHS 111) will handle your care should you need a visit during the night.
• Home Visits: Please ask for home visits by the doctor only when you are not able to visit the surgery. Home visits should be requested before 10.00am, unless it is an emergency.
• Telephone: Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters. During the afternoon the telephones are diverted to one of the three surgeries, where urgent matters are passed to the doctor on duty. For routine matters, please telephone when the surgery is open.
• Appointments: Please do everything you can to arrive on time for appointments, and inform the practice staff as soon as possible if you are unable to keep an appointment. Please make appointments for one person only.
• Change Of Address: Please let us know immediately if you change your name, address or telephone number. It is very important that we have up-to-date details so that we can treat you in an efficient manner. If you move out of the practice area it will be necessary for you to change to a doctor in your new locality.
• Comments And Suggestions: We want to improve services and therefore welcome any comments you have.
• Healthy Living: Remember - you are largely responsible for your own health and it is up to you to take the advice and action recommended to you.