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Practice Charter

Practice Charter Standards

These are the local standards set within this practice for the benefit of our patients.  It is our job to give you treatment and advice.  Following discussion with you, you will receive the most appropriate care, given by suitably qualified people.  No care or treatment will be given without your informed consent.  In the interest of your health it is important for you to understand all the information given to you.  Please ask us questions if you are unsure of anything.

Our Responsibility To You

• We are committted to giving you the best possible care.
• We want to keep you healthy and to that end offer free health promotion sevices.
• You will be treated in a friendly and courteous manner by all our staff.
• You can expect confidentiality with regard to your records at all times.

Patients Have Responsibilites Too...

• If you are expecting a call from the doctor please keep the line free.
• Please ring in the afternoon for all routine queries and test results so that the line is kept free for people needing to see a doctor in the morning. 
• Keep your appointment.  If you are unable to attend, please let us know as soon as possible.
• Do make more than one appointment if more than one patient needs to be seen.
• Please remember that a prescription is not always necessary with every consultation.
• Please request out-of-hours home visits for EMERGENCIES ONLY and routine home visits for those who are TOO ILL to come to the surgery.
• Please be patient with the receptionists.  They are doing their best and are only following the doctors' instructions.
• Look after your own health.  Exercise regularly and watch your diet.  Ask the docotrs or practice nurse for advice.
• Consider using NHS Direct if you have a routine health enquiry that could be dealt with by an experienced nurse.
• The waiting area at the surgery is a 'quiet zone' as patients are being seen by the doctors and nurses.  We would appreciate if you could keep children from running around or avoid loud noises as this does disrupt the consultations of other patients.  Please also bear in mind that patients are ill when they attend therefore a peaceful waiting area is important for them.  

Mobile Phones must be switched off on practice premises.

We operate a strict NO SMOKING POLICY on all three sites.

Telephone calls to and made by the practice may be recorded for security and training purposes.

Zero Tolerance

We will not tolerate any form of aggressive or abusive behaviour, including shouting or swearing towards our staff.  We have a duty under the Health and Safety at work Act to protect our employees from the above actions.

Aggressive or abusive behaviour also causes distress to other patients in the waiting area.

In the event of such an incident you will be asked to leave the premises or we will contact the police.  Anyone displaying signs of violent behaviour or threats will be reported to the police immediately and asked to register with another practice. 

If you have a genuine greivance we operate a NHS practice complaints procedure.  Please write to the Practice Manager who will investigate the problem.