Practice Charter

1. Members of staff will at all times act courteously towards you. They will protect patient confidentiality.
2. They will wear a name badge in order to identify themselves to you.
3. In an emergency, we will try to see you on the same day.
4. The doctors/nurses will endeavour to see you within 30 minutes of your appointed time. If there is a delay, you will be given an explanation by a member of staff.
   • There may be a delay of more than 15 minutes to see the nurse. This is because the procedures carried out by the nurse can be time-consuming. However, reception will keep you informed.
   • At the antenatal clinic, in spite of the appointment system, there might be a delay of more than 15 minutes because of extensive careful checks given by the midwife.
5. The telephones in the surgery will be answered surgery hours. However, a slight delay may occur between the hours of 8.00am and 10.00am because of the volume of calls.
6. Repeat prescriptions will normally be available within 48 hours of request, excluding weekends and bank holidays. Telephone requests will not normally be taken with the exception of housebound patients
7. If you have any complaints or comments please bring them to the attention of our practice manager. They will be dealt with quickly and efficiently.
8. Children who are ill will be seen on the day, by appointment.

How You Can Help Us Run The Surgery Efficiently

1. The receptionist may ask you for some information regarding your call today, please try to answer these questions as it would help us make an appointment to the appropriate person, thereby saving you time. This is part of the Care Navigation Programme and triage system.
2. Please be courteous and polite.
3. Please attend appointments on time. If you cannot attend, please let the receptionist know, so that the appointment can be given to another patient.
4. If you need a home visit when the surgery is open, please try to telephone before 10.00am so that the doctors can plan their rounds.
5. If you have any investigations (blood, x-rays, etc) please telephone the surgery to check if the results have been received and if you need to see a doctor/nurse. Please call after 11am for results.
6. Please do not ask for medical advice from our receptionists. You should follow our doctors' instructions for medication and health care.
7. If you change your name,address, or telephone number, please let us know as soon as possible.
8. Please return any surgery equipment when you have finished with them, so that we can lend them to other patients.
9. Please let us know about the quality of service you receive. From time to time the practice issues questionnaires. Please try to complete them. This will help us to improve our services to you and others. We have an ongoing comments survey via the Friends and Family Test slips.
10. If you should move outside our boundary area, you will be asked to register with a GP practice closer to your new address (see boundary area map).

Thank you