Patient Charter

In this practice, we believe that all patients have the right to expect that the healthcare they receive will be of the highest professional standard and will take into consideration all of their needs. We encourage all patients to take an active part in decisions about their health and will provide them with the information and support to do so.

• You will be treated as an individual and with dignity and respect.
• All patients will be treated equally. We do not discriminate on the grounds of gender, race, disability, sexual orientation, religion, political beliefs or age.
• Our premises will be clean, warm and comfortable.
• We endeavour to provide appointments with the doctor of your choice as soon as possible, however, during peak times of winter or an outbreak of illness in the community, this may be longer than normal. We will offer you the soonest available appointment with another doctor.
• All patients will be greeted in a friendly manner and be treated with courtesy by everyone in the practice.
• If you feel you have been treated unfairly or a member of staff has been rude then there is a complaints procedure that you can enquire about from any member of staff.
• Patients will be offered advice about how to stay healthy and avoid illness.
• Patients will be informed if delays are anticipated.
• Staff hygiene awareness and hand washing is a priority.
• Your personal health information will be kept secure and confidential. You should tell staff if you want your information to be shared with family members or a carer.
• Everyone working in the practice will have the appropriate skills and training for their job.
• Patients will be offered advice about to stay healthy and avoid illness.
• Patients will be referred to a consultant when the doctor feels this is necessary.
• Following a referral, your GP can assist you in seeking a second opinion if required.
• New patients registering with the practice are strongly encouraged to ensure the notes from the previous GP are made available to the practice.

In order for us to give you the best service possible:

• Tell the practice receptionist if you have changed your name, address or phone number.
• Be on time for all your appointments. If late, please phone ahead to let staff know.
• Let the GP know if you think any information in your health records is incorrect.
• If you want to have someone present at your appointment, please let staff know. This could be a family member, carer, partner, friend or another health worker.
• Tell the GP if you do not understand something or want or need more information. If you have any questions, please ask!
• Take personal responsibility for your own health:
• + Take an active part in discussions and decisions about your healthcare and treatment.
• + Know what medication you are on and how to take it, know what each item is for.
• Ask your GP for support to help you manage your condition and have a healthier lifestyle.
• Tell your GP if you are allergic to any medication you or if you have experienced any side-effects after taking a particular medicine.
• Let your GP know about any other medicines you are already taking not prescribed in this practice; this includes any herbal medicine or over the counter medicines as some may interfere with your medication particularly if you are taking Warfarin.
• Finish any course of agreed treatment. If you decide to change or stop your treatment, discuss this with your doctor first.
• If you feel your condition has gotten worse, let your GP know.
• Make sure you get the results of any tests or procedures – we ask that patients ring the surgery one week after the test has been done, this gives the doctor a chance to review the result and consider further action if necessary.

Please remember that staff members have the right to be treated with dignity and respect. Aggressive behaviour towards any member of staff is unacceptable and will not be tolerated.