Patient Charter

At Everest House Surgery, we are committed to providing high-quality, compassionate, and patient-centred care. This Patient Charter outlines your rights and responsibilities as a patient, and what you can expect from us as your healthcare team.

Our Commitment to You

We will:

1. Respect, Dignity and Compassion

• Treat you with courtesy, respect, and without discrimination at all times.
• Value your privacy, dignity, and cultural beliefs.
• Provide care that is compassionate and inclusive.

2. Access to Care

• Provide timely and appropriate access to GP, nurse, and other healthcare appointments.
• Offer same-day access for urgent medical needs wherever possible.
• Ensure continuity of care and provide follow-up support where appropriate.

3. Safe and Effective Care

• Provide high standards of clinical care in line with national guidelines and best practice.
• Keep your records up to date and accurate.
• Monitor and review our services to improve patient safety and outcomes.

4. Informed Choices and Shared Decision-Making

• Involve you in decisions about your care and treatment.
• Provide clear and understandable information to support informed choices.
• Respect your right to a second opinion.

5. Confidentiality and Information Governance

• Keep your personal information secure and confidential in accordance with GDPR and NHS policies.
• Share relevant information with other care providers only with your consent or in line with legal requirements.

6. Feedback and Involvement

• Welcome your views, feedback, and suggestions to help improve our services.
• Investigate concerns and complaints thoroughly and fairly.
• Involve patients in shaping the development of services through patient participation.

     7. Equality and Fair Access

• We are committed to identifying and providing services that support and help us to provide equitable services to all our patients, with the aim of reducing health inequalities related to access.
• Make reasonable adjustments for patients with disabilities or communication needs.
• Ensure non-discriminatory practice in all areas of patient care.

Your Responsibilities as a Patient

 To help us provide the best possible care, we ask that you:

1. Be Respectful

• Treat our staff, other patients, and our premises with respect.
• Refrain from abusive, threatening, or violent behaviour. Aggression towards staff will not be tolerated.

2. Attend Appointments

• Arrive on time for your appointments and inform us as early as possible if you need to cancel.
• Cancel unwanted appointments to help others access care.

3. Provide Accurate Information

• Give us accurate and up-to-date information about your health and personal details.
• Inform us of any changes in contact details, medical history, or medications.

4. Use Services Responsibly

• Use emergency and out-of-hours services only when necessary.
• Follow medical advice and prescribed treatments where possible.

5. Take Part in Your Health

• Engage in shared decision-making and take an active role in your own healthcare.
• Follow agreed care plans and attend regular check-ups when advised.

Working Together for Better Care

 We believe that the best care is delivered through mutual respect and partnership between patients and healthcare professionals. This charter helps us create a safe, fair, and positive environment for all.

For more information on your rights and responsibilities as an NHS patient, please refer to the NHS Constitution for England.

If you have any feedback, suggestions, or concerns, please contact the Practice Manager or speak to a member of our team.