PRACTICE CHARTER

A      Responsibilities of the Practice to the Patient

All members of the practice primary health care team are dedicated to provide the highest possible standard of patient care.  In particular:

  1. Patients have a right to be greeted courteously.
  2. Patients have a right to absolute confidentiality.
  3. Patients have the right to information about their own health, particularly:

– the illness

– the likely outcome of this illness

– alternative treatments.

  1. Access to health records subject to the Access to Health Records Act 1990.
  2. Advice to inform patients of steps they can take to promote good health and to avoid illness.
  3. The practice will inform patients of services available by means of notice boards and leaflets.
  4. Patients with urgent medical conditions will be seen as a priority, even when this may cause a delay to booked appointments.
  5. All new patients are requested to attend a new patient medical (a brief health check).
  6. Suggestions to improve the service will be considered by the appropriate team members.
  7. Patients with urgent medical needs will be seen in normal surgery hours on the day they contact the surgery.
  8. Doctors and nurses will begin surgeries at the appointment time, unless due to medical necessity. Where it is apparent to the receptionist there is a delay of over thirty minutes, patients will have the right to be informed.
  9. A full and prompt reply to a written complaint will be made by a partner or, where appropriate, the operations manager within twenty eight working days.
  10. Acute prescriptions will be issued with minimum delay.
  11. Repeat prescriptions will be issued within forty-eight hours of receipt (week days), though patient failure to attend for a review as requested may cause delay.
  12. All suggestions about the service are welcome. These can either be given verbally or written handed to a receptionist or received by post.
  13. Any complaints will be handled in a professional and efficient manner.
  14. We wish to make Chastleton Medical Group as accessible as possible. If you have hearing, visual or physical difficulties please let a receptionist know so that we can assist you to fully use our services.

B     Responsibilities of the Patients to the Practice

  1. Courtesy to staff, fellow patients, carers and visitors at all times at all times remember staff are working to doctors instructions.
  2. To attend appointments on time or give adequate notice if you wish to cancel.
  3. Remember an appointment is for one person only.
  4. Patients should make every effort to consult at the surgery. Home visits should be medically justifiable and not for social convenience. If at all possible home visit requests should be made before 10.30 am.
  5. Patients should allow forty-eight hours for renewal of repeat prescriptions.
  6. Violence or verbal harassment will not be tolerated or accepted. You will be asked to register elsewhere if this behaviour occurs.