What You Should Reasonably Expect From Our Practice

    • registrationYou will be treated as a partner in the care and attention you receive. Being a partner means that we have responsibilities to each other. Help us to help you.

    • You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problem.

    • Staff will maintain your right to privacy and not discuss your illness with other staff or doctors unless this is necessary for your medical care.

    • When hospital reports and results become available you have a right to a full explanation of your illness or any tests carried out.

    • Staff will identify themselves and their role within the practice on request.

    • We will strive to ensure that you are seen within a reasonable time. Where this is not possible you will receive an explanation for the delay on request.

    • If you need a repeat prescription, one will normally be provided within 24 hours of your request, excluding weekends.

    • If you have any complaints or concerns relating to the practice, its staff or the service offered, please contact the General Manager or Practice Supervisor; we will do our best to resolve the matter quickly. • If you request a home visit or out-of-hours house call, the doctor or his qualified deputy will decide whether to give advice over the telephone or visit.

What Your Doctor And The Practice Staff Should Reasonably Expect From You

    • We ask that you treat the doctors and the practice staff with the same courtesy and respect at all times.

    • The doctors have instructed the receptionists to ask certain questions so that they may deal with your request in accordance with practice policies.

    • You must tell us if you do not understand the explanations. Please follow the doctor’s advice and take the full course of any medicine, which may be prescribed.

    • Please let us know if you change any of your personal details or your address.

    • If you cannot keep an appointment, please let us know as soon as possible - this may enable someone else to be seen. Please try to arrive on time. If we are running late please do not blame the receptionist.

    • If a patient fails to attend a pre-booked appointment on more than 3 occasions in one year, a warning letter will be sent to the patient advising that a further occurrence could risk the removal from the practice.

    • Please order repeat prescriptions in advance. Do not expect a prescription every time you see the doctor - they are often not necessary.

    • Accept any invitations for screening issued by the practice or health authority. Make sure your child is vaccinated and immunised.

    • Before seeking a home visit, think seriously whether it is necessary. When requesting a visit please contact the surgery by 10.30am unless a genuine emergency arises later.

    • Out-of-hours visits should only be requested in an emergency, not for minor illnesses, which can wait until the next morning.

    • Please avoid calling the practice during the peak morning period for non-urgent matters.

    • Please read the practice booklet. This will help you get the best out of the service we offer. We are committed to maintaining good communications and providing a high standard of care to our patients. Helpful suggestions are always welcomed.

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