Practice commitment to you
Your Practice Charter
- 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 a member of the management team.
- 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.