Practice Charter

Practice commitment to you

    • Easy access to appointments based on medical need and to ensure emergencies are always accommodated.

    • To provide assistance during your appointment e.g. services of an interpreter or chaperone.

    • Advise and update you of any delays in your appointment time.

    • To treat you in a friendly, unhurried and respectful way.

    • Provide a clean, comfortable and safe environment in the surgery.

    • Explain where practice policy is preventing agreement to your request.

    • Respect your need for confidentiality, both face to face and over the telephone.

    • Explain slowly and carefully any instruction given by a member of the team.

    • Provide an explanation if we need to remove you from the practice.

Your commitment to the practice

    • Inform reception of any special needs you may have e.g. interpreter, chaperone or a longer consultation with the clinician.

    • You will always be seen on the day by a clinician if your condition is medically urgent for that day.

    • Be patient and understanding; reception is a very busy area.

    • If you are feeling unwell, or have not been called for your appointment, please let the receptionist know - they can only help if they know.

    • The reception staff are only following their employers' wishes.  If you have a problem with the service please contact the Practice Manager.

    • If the instructions given to you are not clear, please ask for clarification before leaving the surgery.

    • Respect other patients' need for a calm atmosphere in the waiting area and try to keep your children under control.

    • ALWAYS give two working days notice for repeat medication requests.

    • The out of hours service is for emergencies only.  It is not an extension of your doctors surgery hours.

    • Appointments are for ONE patient ONLY.  Please arrange another appointment for other family members.

    • If there appears to be a problem between the practice and a patient, we will invite you in to deal with this.

    • Please use our repeat prescription ordering service to reorder your medication, rather than make an urgent appointment to see a GP.

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