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Your
rights as our patient - and how you can help to get the best from the surgery
team
What You Can Expect From Us -
QUALITY MEDICAL CARE provided
by qualified individuals both here at the surgery or at your home, depending on
your condition.
COURTESY AND RESPECT for you, your racial and cultural
background and your rights as an individual, especially your rights of privacy
and confidentiality.
OUT-OF-HOURS AND EMERGENCY SERVICES which are prompt,
efficient and caring.
A CLEAR EXPLANATION of the treatment we propose to give
you and an understanding response to any questions or concerns you may have.
INFORMATION about the services and facilities available at the surgery.
PLEASE REMEMBER that you can call on the help of ANY member of the surgery team
- not just the doctors. Our practice nurse may be able to help or advise you.
If you’re not sure which member of the team can help, ask the receptionist.
What We Ask Of You -
TELL US if you change your name or address (remember to include your new postcode). We also need to know if your telephone numbers change. (landline and mobile). We have a form at reception to make this easier.
IF FOR SOME UNEXPECTED REASON YOU CANNOT ATTEND your appointment, please make sure you let us know as soon as possible by telephoning the surgery.
ASK FOR a home visit only if you are too ill to come to the surgery. If possible, telephone before 10.30am.
ASK FOR a home visit at night only if the matter is of genuine urgency.
BE PATIENT if we are running late - on another occasion it might be you who needs the extra time.
DO NOT ASK FOR another member of the family to be seen at your appointment without making prior arrangements.
ORDER YOUR REPEAT PRESCRIPTIONS in plenty of time, especially before a bank holiday weekend.
Complaints
Procedure
We always
try to give you the best services possible, but there may be times when you feel
that this has not happened.
Please note that we have to respect our duty
of confidentiality to patients and the patient's consent will be necessary if
a complaint is not made by that patient in person.
If you wish to make
a complaint, please telephone or write to our practice manager. He will take full
details of your complaint and decide how best to undertake the investigation.
We think it is important to deal with complaints swiftly so you will normally
be contacted within seven days, by which time it may be appropriate to arrange an appointment
for a meeting to discuss your complaint with you. Occasionally, if we have to
make a lot of enquiries, it might take a little longer, but we will keep you informed.
You may bring a friend or relative with you to the meeting.
We will try
to address your concerns fully, provide you with an explanation and discuss any
action that may be needed. We hope that, at the end of the process, you will feel
satisfied that we have dealt with the matter thoroughly. However, if this is not
possible and you continue with your complaint, we will direct you to the Parliamentary and Health Service Ombudsman.
Zero Tolerance
Please
note that any abuse directed at practice staff, whether physical or verbal, will
not be tolerated under any circumstances and may be reported to the police.
Freedom
Of Information –
Publication 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.
We have some information available at the surgery - please ask at reception if there is something you particularly want to know about. If we do not have it available for you to take away, then please put your request in writing and we will respond within 21 days.
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