Practice Charter

PRACTICE CHARTER

All members of the practice team are dedicated to providing quality health services which meet the patients' requirements. In particular:

1. Patients have a right to be greeted courteously.
2. Patients have a right to absolute confidentiality.
3. Surgeries will begin on time; any delay will be due to medical necessity - where a delay exceeds 20 minutes, patients have a right to be informed.
4. Patients have the right to information about their own health. In particular, the illness and its treatment, alternative treatments, likely outcome (prognosis).
5. Patients have a right of access to their medical records, subject to any limitation in the law.
6. Advice on avoiding illness and self-help of minor ailments will be found in the practice booklet.
7. Information on services available is in the practice booklet and on the notice boards.
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.
9. Patients may choose whether or not to take part in research or training.
10. All new patients will be offered an appointment with a nurse or doctor.
11. Patients are welcome to give suggestions to improve services - they will be considered by appropriate team members, and a response given.
12. A full and prompt reply will be given to a complaint about our service within seven days. This does not affect patients' rights to pursue more formal complaints, but does recognise that a complaint causes stress to all parties, and the fact that most complaints are resolved to the satisfaction of all concerned by an explanation of what happened, a speedy apology and an assurance that steps will be taken to avoid repetition. Please contact the practice manager or a doctor if you have a grievance.
13. Urgent appointments are available on weekdays, but patients may not get their choice of doctor.
14. Routine appointments for a named doctor will normally be available within four or five days.
15. Repeat prescriptions will be available within 48 hours of a written request.

WITH THESE RIGHTS COME RESPONSIBILITIES AND FOR THE PATIENT THIS MEANS:

1. Courtesy to the staff at all times - remember they are working under the doctor's orders. The doctors will not tolerate disrespectful behaviour directed towards any member of the practice team. Patients who use abusive language or display threatening behaviour will immediately be removed from the practice list.
2. To attend appointments on time or give adequate notice of cancellation.
3. An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.
4. Patients should make every effort to consult at the surgery in order to make the best use of medical time - home visits should not be for social convenience.