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The Charter sets out patients‘ rights in the NHS and the standards of service they can expect to receive in areas addressing, among others, waiting times; information about services and treatment; and privacy and dignity of the patient.

 

Our commitment to you:

 

  • Our aim is to provide a personal, friendly, professional and confidential service
  • We will treat all patients equally with dignity and respect
  • We aim to support patients in leading a healthier lifestyle and provide information so that an informed choice can be made
  • We aim to keep patients informed of your services, their rights and any other information which directly affects health treatment
  • We like to offer you your named GP, or GP of choice, where possible, for continuity of care
  • We will listen to you and involve you in decision making regarding your treatment options
  • We will offer access to our services in line with the patients’ assessed needs
  • We will keep abreast of advancements by attending regular training sessions and update
  • We will monitor and improve our systems to ensure we operate as efficiently as possible within the resources available to us
  • We operate a practice complaints procedure which may be used in confidence
  • We welcome and consider all feedback from patients and make best use of our Patient Participation Group (PPG) when making decisions that effect our patients

 

Please help us to help you:

 

  • Please keep appointments made or cancel in plenty of time so another patient may benefit from the appointment
  • Only request a house call if too ill to attend the surgery
  • Follow up on your test results a week after your test: should there be any serious abnormality you will be contacted by us promptly
  • Follow up on a referral made if you have not heard back within the timescale advised
  • Report to the receptionist or use the automated patient check-in on the wall facing the front entrance, on arrival for your appointment
  • Bear with us if there is a delay – this is likely to be due to another patient needing additional time or an emergency: we will try to keep you informed of anticipated delays
  • Use our service responsibly and do not expect immediate treatment for non-urgent/routine conditions
  • Utilise the services of other professional surgery staff – the GP is not necessarily the most appropriate clinician to see
  • Use other avenues of help – Pharmacy, NHS Choices, Patient Online where appropriate
  • Allow sufficient time for processing repeat prescription requests and do not pressure staff to process unauthorised medication requests
  • Keep us informed of any name, address and telephone number changes
  • Treat us with respect, we will not tolerate verbal or physical abuse

 

 

Further information

Zero Tolerance Statement

Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similar way.

We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. if a patient is violent or abusive, they will be asked to stop. if they persist, we may exercise our rights to take action to have them removed, immediately if necessary from our practice list.

The practice considers threatening behaviour to be:

Attempted or actual aggressive threatening physical actions made towards any member of staff.
The use of aggressive, threatening or abusive language, (including raising of the voice, swearing and cursing, shouting) which threatens or intimidates staff.
In line with the rest of the NHS, and to ensure this is fully observed we have a Zero Tolerance policy in place, whereby any aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

Anyone giving verbal abuse to members of the staff will be sent a letter from the Practice stating that this behaviour will not be tolerated and may result in the removal from the Practice patient list. There will be no appeal process.

We hope that you will understand and welcome this policy which is in place for the best interest of our hard working staff as well as our patients.

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