Patients’ Charter

Updated on 16th April 2013 at 10:56 am

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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 round and appropriate to the needs of users, including the disabled.

Patients’ right to General Medical Services:

Patients have the rights to:

  • Be registered with a General Practitioner
  • Change doctor if desired
  • Be offered a health check on joining the practice
  • Receive urgent care by the practice
  • Receive appropriate drugs and medications
  • Be referred for a specialist or second opinion if they and the GP agree
  • Have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.

Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a broche; waiting room notice board or individual leaflets, giving as much notice as possible.

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 12:00pm the following day)

Transfer of Medical Records:

The practice will endeavour to dispatch any medical records required by the Health Authority within seven working days and same day if the request is urgent.

Privacy and Confidentiality:

We will respect our patients’ privacy, dignity and confidentiality at all times.

Appointments:

With a practice nurse: For routine appointments we will endeavour to offer an appointment within 5 working days.

If there is a delay in the appointment wait (when you arrive) of more than 20 minutes we will let you know.

We are happy to update you on any delay situation if you feel that you have been waiting too long.

Home visits:

We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors, the decisions to home visit will be at the doctors’ discretion.

Repeat Prescriptions

Will be ready in 48 hours of ordering (not including weekends) for collection at reception or at the chemist if requested by the patient.

Referrals

  • Urgent referrals to other health and social care agencies will be made within one working day of the patients’ consultation. Where requested our GPs will refer you to a private health doctor
  • We will normally process non-urgent referrals within five working days of the patient consultation or the doctors decision to refer

Out of Hours Emergencies:

We will do everything possible to ensure that our system for contracting the duty doctor is easy to follow, reliable and effective.

Waiting Times:

  • Surgeries will normally start on time
  • We expect patients to be seen within twenty 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 and alternative appointment, or if preferred, to be seen by another doctor

With these rights come responsibilities and for the patients this means:

  • Courtesy to the staff at all times
  • To attend appointment on time or give the practice adequate notice that they wish to cancel.
  • 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 Record be made available.
  • Patients should make an 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 convenience
  • 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 (eg evenings; nights and weekends) should only be requested if they are felt to be truly necessary