Our Practice Charter
At Ivel Medical Centre, we are committed to providing safe, respectful and high-quality care to all our patients.
Good healthcare works best when patients and the practice work together. Our Practice Charter explains what you can expect from us, your rights as a patient, and how you can help us provide the best possible service.
What you can expect from us
We will:
- Treat you with dignity, respect and courtesy
- Provide care from appropriately trained and qualified healthcare professionals
- Listen to you and involve you in decisions about your care
- Explain your treatment and options as clearly as possible
- Give you the opportunity to ask questions about your care
- Ask for your consent before examinations, treatment or procedures
- Respect your privacy and confidentiality
- Provide access to a chaperone where appropriate
- Keep your medical information accurate and secure
- Aim to provide fair access to our services based on clinical need
Your rights as a patient
You have the right to:
- Be treated fairly and without discrimination
- Be involved in decisions about your healthcare
- Receive information about your care in a way you can understand
- Ask questions or request further information
- Give or refuse consent to treatment, where you have capacity to make that decision
- Request a chaperone for an examination or consultation
- Have your personal and medical information kept confidential
- Request access to information held in your medical record, subject to applicable legislation
- Raise a concern or make a complaint without this affecting the care you receive
How you can help us
To help us provide safe and effective care, we ask that you:
- Treat our staff and other patients with courtesy and respect
- Provide accurate information about your health, medication and treatment
- Keep your name, address, telephone number and other contact details up to date
- Attend appointments on time
- Cancel appointments as early as possible if you no longer need them
- Use the most appropriate service for your healthcare needs
- Order repeat medication in good time
- Follow agreed treatment plans where possible, or speak to your healthcare professional if you have concerns
- Let us know if you need additional support when accessing our services
Appointments
Please attend appointments at the agreed time and let us know as soon as possible if you are unable to attend.
Missed appointments reduce the number of appointments available for other patients who need care.
For more information, please see our Missed Appointments (DNA) Policy
Privacy & confidentiality
We take the protection of your personal information seriously.
Your medical information will be handled securely and confidentially and will only be accessed or shared where there is an appropriate reason to do so.
For further information, please see our Confidentiality page.
Respect for everyone
We understand that illness, worry and uncertainty can be stressful. Our team will aim to treat you with courtesy, patience and respect, and we ask that you treat our staff and other patients in the same way.
Where behaviour presents a risk to staff or patients, appropriate action may be taken in accordance with practice and NHS policies.
Your choices
You have the right to be involved in decisions about your healthcare.
We encourage you to ask questions if there is anything you do not understand or if you would like more information before making a decision about your care.
No examination, treatment or procedure will be carried out without appropriate consent.
If something goes wrong
We aim to provide a high standard of care, but we recognise that sometimes things may not go as expected.
If you have a concern about the service you have received, please let us know. We welcome feedback and will aim to address concerns fairly and appropriately.
You can find further information on our Complaints & Feedback page.
Working together
By keeping us informed, attending appointments, using services appropriately and treating one another respectfully, we can work together to provide safe, effective and compassionate care for everyone.