Surgery Charter
Help Us To Help You
Our Responsibilities To You…
We are committed to providing you with the best possible service:
Information - apart from the services listed in this booklet, every effort will be made
to update you on information which directly affects your health and care being offered.
Access - there is a duty doctor available daily. Patients who have an urgent problem
will be seen the same day wherever possible. Home visits will be arranged for those too ill or infirm to be
brought to the surgery.
Respect - patients will be treated as individuals and partners in their healthcare,
irrespective of their ethnic origin or religious or cultural beliefs.
Treatment - there will be no treatment given to you without your informed
consent. Please ask questions if you are unsure or do not understand the information given to you.
Health Records - you have the right to see your health records subject to the
limitations of the law. These will be kept confidential at all times.
Your Responsibilities To Us…
Please let us know if you change your name address or telephone number.
If you cannot keep an appointment let us know as soon as possible so that we can offer it to another patient.
Please only ask for home visits when the patient is too ill to visit the surgery.
Test results take time to reach us, so please do not ring before you have been asked to do so.
Please contact the Hospital about any tests ordered by them.
We ask that you treat the doctors and all practice staff with courtesy and respect. We operate a zero
tolerance policy in terms of aggressive behaviour, verbal or physical abuse.
Suggestions
We offer a Practice Complaints Procedure to deal with comments, suggestions and complaints about the
services we provide. Our aim is to give you the highest possible standard of service and we try to deal
swiftly with any problems that may occur.
If you are unhappy with anything that has happened to you in the practice and would like to offer any
suggestions about how this might be put right, please would you discuss this with the practice manager.
Computers
The systems at the surgery are computerised, making review and organisation of appointments more
efficient. Consultations and prescriptions are recorded on computer. We are registered under the
Data Protection Act.
Freedom Of Information – Publicaton Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.
Zero Tolerance Policy
This practice considers aggressive behaviour to be any personal, abusive or aggressive comments and/or swearing, physical contact and aggressive gestures. No abuse of staff is acceptable whether verbal or physical. All physical abuse of staff is reported to the Police. The patient will then be removed immediately from our list.
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