Our responsibility to you
We are committed to providing you with the best service possible. Here’s what you can expect from us:
- People involved in your care will introduce themselves and ensure you know how to contact them. The surgery is well signposted, with names displayed on surgery doors.
- We operate an appointment system. You will be given a time at which the doctor or nurse aims to see you. You should not have to wait more than 30 minutes in the waiting room for any routine appointment without an explanation for the delay.
- In case of an emergency, you will have access to a doctor promptly. Home visits will be arranged as appropriate for those too ill or infirm to visit the surgery.
- We strive to answer the telephone promptly and ensure sufficient staff are available to do so. Please be aware that certain times, such as Monday mornings, are particularly busy.
- Test results will only be given to the patient to maintain confidentiality.
- Patients will be treated as individuals and partners in their healthcare, regardless of their ethnic, religious, or cultural beliefs.
- Your personal health information will be held in confidence and will not be disclosed to a third party without your prior consent unless it is felt to be in the public interest under exceptional circumstances.
- Your medical history is recorded on our practice computer system and in paper form, accessible only to authorised members of our team. Information about you may be shared with hospitals, social services, our Primary Care Trust, or the Strategic Health Authority, but always confidentially or with your identifying details removed when not essential.
- If you require a copy of your medical notes, please ask our reception team. The practice is accredited under the Information Governance Statement of Compliance.
- Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information, including those patients under 16.
Your responsibility to us
To help us provide the best care, we ask for your cooperation with the following:
- Keep us updated: Please inform us if you change your name, address, or telephone number.
- Keep appointments: Do everything you can to keep your appointment. Notify us as soon as possible if you need to cancel.
- Home visits: Request home visits only when the patient is too ill to come to the surgery.
- Telephone etiquette: Keep your telephone call brief and avoid calling during peak morning times for non-urgent matters. Do not call reception regarding your medication.
- Test results: Wait until after 2pm to call about test results and only if you have been asked to do so.
- Be polite: Treat all our staff with respect. Unacceptable conduct may result in a warning, and in serious cases, we may request your removal from our practice and allocation to another practice.
- Practice booklet: Read our practice booklet, available at reception, and use it as a guide to obtain the best service from us.
- Your health: Remember that you are responsible for your own health and the health of your children. We will provide professional help and advice; please act upon it.