Practice Charter

This charter sets down the standards of services which we feel we can deliver. We will review these standards and, where possible, improve on them. The charter also states the co-operation needed from you, the patient, to help us achieve our aims.

	Surgery Premises The surgery will be warm, welcoming, well maintained, and appropriate to the needs of all our patients including the handicapped and disabled.
	Reception You will be welcomed, acknowledged, and your needs dealt with promptly and courteously. Appointments
	If you need to see a doctor urgently you will be offered an appointment on the same day, but not necessarily with your own doctor.
	We will offer you a non-urgent appointment within three working days.
	We will offer you a non-urgent appointment with the doctor of your choice within five working days unless the doctor is away on leave or sick.
	We provide early morning appointments from 8.30 a.m. every day for our working patients.
	You will be informed if appointments are running more than 30 minutes late and you can expect to be seen within 30 minutes of your appointment time or offered an alternative time or doctor. How You Can Help Us

	Please arrive on time and book in with the receptionist.
	Please inform us if you are going to be delayed or unable to keep your appointment.
	Please tell us if you feel you are going to need more time for your consultation (normally 10 minutes).
	Please note that each appointment is for one patient only. Home Visits If you are unable to come to the surgery a doctor will visit you at home. Remember - facilities for examination and treatment are better at the surgery and the less time the doctor has to spend travelling means more time available for all patients. Please try to request a home visit before 1lam whenever possible. Telephone We aim to answer the telephone promptly and courteously. We will try not to keep you on 'hold' for more than a couple of minutes. How You Can Help Us Please ring for results after midday when the lines are less busy. Be prepared to leave a telephone number in case we need to call you back. Please do not ring in for repeat prescriptions. Test Results
	You will be told how to get your results at the time you have them taken.
	Your results will only be given to you unless you specifically request otherwise and we may ask for proof of your identity. Medical Records
	We keep both manual and computerised records and are fully registered under the Data Protection Act.
	We will keep your medical records up to date and confidential.
	If you transfer to another area or doctor your records will be dispatched promptly. You have the right to see your records (subject to the relevant Act) and the Practice Manager can advise you on this. How You Can Help Us
	Please notify us of any change of name or address. Repeat Prescriptions
	The procedure for obtaining repeat prescriptions is fully explained in our practice leaflet.
	Repeat prescriptions will be available for collection from the surgery or local chemist within 48 hours of the request being received. How You Can Help Us
	Please use the computerised repeat re-order slip.
	Please re-order in plenty of time.
	Please indicate whether you wish to collect from the surgery or from the local chemist. Referrals
	Urgent referrals to other health or social care agencies will be made within 24 hours of the consultation.
	Non-urgent referrals will be processed within seven working day. Dispensary
	We will ensure that all dispensed medication is labelled correctly with the dosage and any special instructions or precautions to be followed.
	All requests will be processed within 48 hours of receipt whenever possible.
	All queries regarding medication will be dealt with by the dispenser who will refer to the doctor if necessary.
	When a generic equivalent is used this may result in the appearance of the medication being changed and the dispenser will answer any queries on this subject.
	We will ensure that our products meet the stringent requirements of the prescribing authorities. Practice Leaflet All new patients will receive a copy of our practice leaflet and additional copies will be displayed in the reception and waiting areas for existing patients. The leaflet will be updated as changes occur. General Patients have the right to be treated with courtesy by GPs, staff and other providers of health services both inside and outside the practice. Patients have the right to information about their own health, particularly:
	Any illness or treatment.
	Any alternative forms of treatment available.
	How to prevent or avoid recurrence of illness.
	Above all, patients have the right to ask questions and to have them answered.
	The practice will offer advice and seek to inform patients of the steps they can take to promote good health and avoid illness. Patients will also be offered advice on self help which can be undertaken without reference to a doctor in the case of minor ailments.
	The practice will inform patients of developments by means of leaflets available in the practice and by the notice boards in the premises.
	The training needs of our staff are reviewed and updated regularly, and they are trained in First Aid procedures. All our doctors and staff recognise your needs with respect to confidentiality.
	The practice premises conform to current fire regulations and to the Health and Safety at Work Act.
	The practice has a policy in force for comments, suggestions, and complaints. Please contact our Practice Manager.