Patient’s Charter

All members of the surgery are dedicated to a quality policy to achieve health services which meet the patient’s requirements.

Practice Leaflet

All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.

Surgery premises

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.

Patients with particular needs

The front access door is wide enough for wheelchair access and there are no steps. All of our consulting rooms are on the ground floor except one but you will be asked whether stairs are a problem if you are booked an appointment in this room.  There is also a ground floor WC with special fitments, adequate access and an emergency alarm.

We also have parking spaces at the front of the practice which are reserved for patients displaying a disabled sticker.

We can arrange interpretation and translation services in person or by phone for patients who do not speak English. Please let us know if you need this service when booking an appointment.

Patient’s have the right to:

  • be registered with a General Practitioner
  • change doctor if desired
  • be offered a health check on joining the practice
  • receive emergency care at any time from the practice or Out of Hours Service
  • receive appropriate drugs and medicines
  • be referred for specialist or second opinion if they and the GP agrees
  • have the right to view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential
  • it is important that the NHS keeps accurate and up –to-date records about your health and treatment so that those treating you can give you the best possible care and advice. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

Accessing medical records

The Practice Manager will assist any patient wishing to have access to their own medical record, subject to the relevant acts.  The patient’s doctor will be available to explain medical terminology within the legal timescales. 

Changes to procedures

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of our brochure and/or: waiting room notice boards or individual leaflets.

Repeat prescriptions

Prescriptions will be available from the reception desk – 48 hours notice (two working days) for a repeat prescription is required.

Referrals

Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation.  We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.

Test results

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result (results are normally available after 3 pm the following day)

Transfer of medical records

The practice will endeavour to dispatch any medical record required by the Health Board within seven working days if the request is urgent.

Privacy and confidentiality

We will respect out patients privacy and confidentiality at all times. 

Appointments

With a doctor – For routine consultations we will endeavour to offer patients an appointment within two working days of the request.  For medically urgent requests, we will offer an appointment on the same day.  With the Practice Nurse – For routine appointments we will offer an appointment within five working days.

Home visits

The practice policy for home visits is explained in the practice leaflet. 

Out of hours emergencies

This service is the responsibility of the Primary Care Trust.  However, we will do everything possible to ensure that our system for contacting the service is easy to follow, reliable and effective.

Waiting times

Surgeries will normally start on time.  We expect patients to be seen within 30 minutes of their appointment time, and in the event of a delay we will offer an explanation.  When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.

With these rights come responsibilities and for the patient:

  • Courtesy to the staff at all times – remember they are working under doctors orders
  • To attend appointments on time or give the practice adequate notice that they wish to Cancel.  Someone else could use your appointment!
  • An appointment is for one person only – where another member of the family needs to be  seen or discussed another appointment should be made and the medical records be  made available.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time – Home visits should be medically justifiable and not requested for social circumstances
  • When patients are asked to give 48 hours notice for repeat prescriptions, please give us  this time as it is to allow for accurate prescribing Out of Hours calls should only be requested if they are felt to be truly necessary.
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