Practice Charter

Patients’ Rights And Practice Responsibilities

• To be greeted in a friendly manner and to be treated with courtesy by everyone working at the practice.
• To receive a clear explanation of and advice on your medical condition and proposed treatment.
• To receive a referral for specialist medical opinion at a hospital of your choice when appropriate.
• We will aim to meet all your requests within the time-frame required, but as soon as possible in every other event, especially when we are dealing with outside agencies on your behalf where we have no control over timing.
• To expect us to store your medical paper records in a secure place, and to ensure that no outside parties have access to your computer records without your knowledge or permission.
• To expect that your medical affairs will be kept confidential by all the staff and you can be certain that there will be no breach of confidentiality at any level of your care.
• The doctors and nurses aim to see patients within 15 minutes of their appointment time but this may not always be possible. Where there is an unavoidable delay, we will try to keep you informed of the reason and the likely delay time.
• The staff will make every endeavour to follow up your requests for information from third parties (such as the hospitals) but can only relay back to you the information that third parties are prepared to release.
• You have a right to complain to the practice manager who will inform you of receipt of your complaint within three working days, and who will then investigate your complaint and respond to you in writing.

Patients’ Responsibilities

• Patients have a responsibility to look after their own health by keeping their weight under control, taking regular exercise, keeping alcohol intake under the maximum recommended units per week and by not smoking.
• We expect patients to offer practice staff the same level of courtesy and consideration as we extend to you.
• We request that you arrive on time for appointments or notify us if you are likely to be late or have to cancel. If you arrive more than 20 minutes late for your appointment it may be forfeited and have to be re-booked.
• We request that you be patient and understanding if another patient requires some extra time.
• We request that you take responsibility for managing your own repeat prescriptions, ordering them in good time.
• We request that you do not use mobile phones within the practice building; please switch off your phone or take calls outside.
• We request that you keep your children under control in the waiting room, to avoid causing disturbance to other patients.
• We request that if you feel you may need a little longer time – more complex problems or multiple problems - that you ask for a double appointment or prioritise and book additional appointments.