Your health care is a partnership between you and the Primary Health Care Team. The success of this partnership depends on a number of factors.
- Establishing a shared responsibility to prevent problems before they occur, rather than trying to put them right later.
- Having a clear understanding of each other’s needs.
- Developing regular feedback on how you feel about our services.
Only by such co-operation will we be able to improve our services and achieve the ultimate goal of a healthier community.
To enable you to get the most out of the practice, we will ensure that
- The telephone is answered as promptly as possible
- A practice leaflet containing information about the Primary Health Care Team and Surgery opening times and facilities is available
- Self-help information on minor illnesses is available on request
Our responsibilities to you
- You will receive medical care of the highest quality with appropriate advice and treatment
- You will be greeted in a friendly, welcoming manner
- You have a right to confidentiality
- You will be offered a same-day, emergency appointment if you need to see a doctor urgently
- You have a right to information and answers about your own health. In particular any illness and its treatment, alternative forms of treatment, possible side-effects of treatment, likelihood of recovery, prevention and avoidance of illness recurring
- You will be seen within thirty minutes of your appointment time and you will be informed if there is likely to be a delay
- You have the right to see your health records, subject to current law
- Your records will be kept strictly confidential
- Your permission will be asked before your consultation will be attended by any third party or student
- Computerised prescriptions will normally be ready for collection forty-eight hours after request
- Routine referral letters will be dispatched or will be ready for collection within one week of referral having been agreed
- Test results are available from the surgery after 2pm
- The equipment we use is regularly serviced and, where appropriate, calibrated to ensure accuracy. Single use instruments are used for your safety.
Your responsibilities to us …
With your rights come certain responsibilities that will enable us to give you the best possible service. We ask you to note the following:
- You are responsible for keeping appointments and for giving adequate notice if you wish to postpone or cancel
- The doctors and staff will try to be courteous at all times – please show them the same respect
- The first two hours of the morning are the busiest. Please keep telephone calls brief and only telephone for appointments and home visits at this time.
- Telephone requests for routine matters after 11am and for the results of investigations after 2pm
- Remembering that an appointment is for one person only can reduce delays. Even if another member of the family has identical symptoms, a separate appointment should be made
- You should come to the surgery unless prevented by illness or infirmity
- You are largely responsible for your own health and it is up to you to take the advice and treatment offered by the Primary Health Care Team
- The practice is committed to preventative health care – therefore, health screening is encouraged
- Let us know when you change name, address or telephone number