What You Should Reasonably Expect From Our Practice
- You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origins, religious beliefs, personal attributes or the nature of your health problems. Staff will maintain your right to privacy and not discuss your illness with other staff or doctors within hearing distance of other people.
- Your doctors and nurses will strive to see you within 30 minutes of your appointment time. Where this is not possible, you will receive an explanation for the delay on request.
- If you need a repeat prescription, one will be provided within 72 hours (Monday to Friday) of your request.
- Patients needing to be seen urgently will be able to see a doctor within 24 hours (if you ask for a named doctor this may take longer).
- You have a right to a full explanation of your illness and any tests, investigation or consultation relating to that illness. You must inform us if you do not understand the explanation.
- If you require a home visit or out-of-hours house call, the doctor will make a decision whether to give advice over the telephone or to visit. Lack of transport in itself is NOT a reason for a home visit.
- If you have any complaints or concerns relating to the practice, its staff or the services offered, please contact the practice manager who will respond to them.
What The Doctors And Practice Staff Should Reasonably Expect From You
- We ask that you treat doctors and staff with courtesy and respect at all times.
- Doctors have instructed the receptionists to ask certain questions so that they may deal with your requests in accordance with practice policies.
- Please let us know if you change your personal details or address.
- If you cannot keep an appointment please let us know as soon as possible; this will enable someone else to be seen.
- Please order repeat prescriptions 72 hours in advance.
- Do not expect prescriptions every time you see a doctor - they are quite often not necessary.
- Please follow your doctor’s advice and take the full course of any medications that may have been prescribed for you.
- Before seeking a home visit think seriously whether it is necessary.
- When requesting a home visit please contact the surgery before 11.30am 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 morning.
We are committed to maintaining good communications and providing a high standard of care to our patients. Helpful suggestions are always welcome.
Any patient who is late for an appointment will be asked to book another appointment; the person may be seen at the end of the surgery in exceptional circumstances only.
Action will be taken if any patient repeatedly fails to attend for booked appointments.
It is illegal to smoke or Vape within the surgery premises.
Removal Of Patients From Practice List
The practice operates a Zero Tolerance to abuse of staff policy.
In exceptional circumstances it may be necessary for the practice to remove patients from the practice list. Such examples are:
Unacceptable behaviour from a patient that is directed towards any member of the primary healthcare team or towards patients or others on practice premises.
- physical violence
- any type of verbal or physical abuse, including threats or gestures
- any type of discriminatory abuse
- intentional damage to practice premises
- sexual and racial harassment
- inappropriate emotional attachment to the doctor
Crime And Deception
- fraudulently obtaining drugs deliberately lying to the doctor or other member of the healthcare team, eg by giving a false name or false medical history, in order to obtain a service or benefit by deception.
A patient has moved out of the designated practice area but has failed to de-register with the practice.
If you are to be removed from the practice list, you will be informed in writing of the practice decision and the reason for removal. You will also be given information on how to begin the process of registering with another practice. If violence has been an issue, the Business Services Organisation will have responsibility for ensuring you receive primary care services, if necessary within a more secure setting.