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Patients Charter

These are local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask questions if you are unsure of anything.

Our Responsibilities to You

We are committed to giving you the best possible service.

Names: people involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors or nurses names are indicated on their surgery rooms.

Waiting Time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.

Access: You will have access to a doctor rapidly in case of emergency; within half a working day in cases of urgency; otherwise within three working days. We will arrange a home visit as appropriate for those who are too ill or infirmed to be brought to the surgery.

Telephone: We will try to answer the telephone promptly and ensure that there are sufficient staff available to do this.

Test Results: If you have undergone tests or X-rays ordered by the practice we will follow up any abnormal results and treat as necessary.

Respect: Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin or religious and cultural beliefs.

Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

Health Promotion: The practice will offer patients advice and information on steps they can take to promote good health and avoid illness, and self-help which can be undertaken without reference to a doctor in the case of minor ailments. The Treatment Room Nurses are happy to discuss health promotion with any interested patients by making an appointment.

Health Records: Information contained in your health records is kept confidential at all times and only disclosed to others for purposes related to your health care (except when you have given permission).

However, NHS auditors have a duty to carry out routine checks of practice records from time to time, to determine if claims for payment by the practice have been made correctly. In the course of these checks, it may be necessary to verify details from patient records. Such checks are undertaken in accordance with strict guidelines agreed with the Health Authority, the Local Medical Committee and the Community Health Council.

Everyone working in the NHS has a legal duty to keep information about you confidential.

If you have any concerns or objections about your records being inspected for these purposes, please notify the practice. Your wishes will be respected.

Your Responsibilities to Us

Help us to help you.

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

Please ask for home visits by the doctor only when the person is too ill to visit surgery.

Please keep your telephone call brief and avoid calling during peak morning time for non-urgent matters.

Test results take time to reach us. The practice will contact you should any treatment or follow up be required. Enquiries about tests ordered by the hospital should be directed to that hospital, not to the practice.

We ask that you treat the doctors and practice staff with courtesy and respect.

Please read our Practice Booklet. This will help you get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.

Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it. Please ask if you wish to see your doctor.

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