PRACTICE CHARTER

Services Provided

Our priority is to give all the patients of the Practice the healthcare they need and deserve in a friendly and efficient way.

Healthcare is a partnership of co-operation between patients and the surgery team.

Please read the Practice Leaflet, which explains the services we offer and how you can help us to achieve the greatest benefit, both for yourself, and for all the many patients of the Practice.

Communication

It is important that you understand your illness, tests and treatment: if you do not understand something, please ask your doctor to explain.

The doctors will do their best to help you, and they realise that illness can cause stress and anxiety.

However, the surgery team also likes to be treated decently and do not expect unreasonably demanding or aggressive behaviour.

Personal Lists

We feel that registration with one doctor, and seeing only your own doctor, if available, is beneficial to both doctors and patients, though changing doctors within the Practice is possible by writing to the Practice Manager.

You are entitled to change to another group of doctors if you wish.

Doctors are entitled to remove patients whom they feel have not co-operated with the Practice, but this would be a last resort and is rarely necessary.

Confidentiality

All the reception and secretarial staff understand the importance of privacy and confidentiality.

If you wish to speak confidentially to a receptionist, you may ask to be seen in a private room.

We ask that relatives and friends do not request test results without the written consent of the patient.

Occasionally we have medical students sitting-in at the surgery as part of their training: you can choose not to have the trainee doctor present if you prefer.

Time-Keeping

The doctors and nurses do their best to keep to time: we will be happy to explain the reason for any delay.

The usual cause of such a delay is either an unexpected emergency or a patient needing more attention than anticipated. Please enquire at Reception if you are not called within 15 minutes of your appointment-time.

We ask you to be punctual for your appointment and notify us of any delay. If you are more than 15 minutes late, you may be asked to re-book another appointment. If you cannot keep your appointment date for any reason, you must notify us as soon as possible. Failure to keep a booked appointment 3 times in any 12 month period may result in you being removed from the practice list.

Complaints

We always try to give you the best possible service. Occasionally, problems do arise and we would like the opportunity to put them right. If, at any time, you feel dissatisfied and wish to comment on how we can improve our service, please let us know.

This practice operates an in-house complaints procedure to deal with your complaints, this is known as “Local Resolution”. If you wish to make a complaint, please phone or write to our Practice Manager, Avi Joshi. He will take details of your complaint and explain the complaints procedure to you. Hhe will investigate the matter you have mentioned as promptly as possible.

Ethnic minorities

We hope all patients will find the doctors approachable and understanding. If there is a language problem, please bring a friend to act as interpreter. Professional interpreters are available if requested in advance.

If there are any special matters associated with religion, culture or custom, please tell the Doctor or the Practice Manager.

Suggestions

You are invited to tell us your suggestions for improvement of the service.

You can do this by talking to either your doctor or the Practice Manager, by writing a signed letter, or by leaving a signed note in the Suggestions Box in the waiting room.

Conclusion

The Practice Leaflet and the remainder of this website mentions other ways in which you can improve your health and help in the smooth running of the Surgery.

We will do our best to give you an efficient and friendly service and we hope your association with our Practice will be pleasant for all concerned.