Practice policies

Our Commitment to You

Our Practice philosophy is to provide a high quality and caring service to our patients, which is accessible and considerate in an open and friendly atmosphere.

We believe in involving patients in their health care by open and effective communication. We recognise the value of each other and encourage the active participation of all our staff in improving the ways in which we deliver our service.

Confidentiality

You can be sure that anything you discuss with any member of this practice (family doctor, nurse or receptionist) will stay confidential.

Everyone working in this Practice and for the NHS has a legal duty to keep information about you confidential. We take this duty very seriously. If you have any worries about confidentiality, or wish to see our confidentiality policy please feel free to ask any member of staff.

Your Medical Records

If you wish to see your medical records, please discuss this with your doctor so that any specific questions can be addressed. (You are entitled to see your records provided the doctor does not think it will affect your physical or mental well-being.) You may be asked to come in to the surgery at a separate time in order to read them. There is a charge for this service.

Your Responsibilities

We need your help in providing services to you as a patient. Please help us to help you.

We ask that you treat the doctors, practice staff and other patients with courtesy and respect. Please read our practice booklet or this website. This will help you to 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 let us know if you change your name, address or telephone number.
  • Please give all the information about your health, particularly when you first register, and about any illness. Something which seems unimportant may be vital.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot, so that someone else can use your appointment.
  • Please ask for home visits by the doctor only when the person is too ill to visit the surgery.
  • Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
  • Test results take time to reach us, so please do not ring before you have been asked to do so.

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 similary way.

We take seriously any threatening, abusive or violent behaviour againist 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 pratice list.

The practice considers thratening 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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