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 committed to giving you the best possible service.
Names: People involved in your care will give you their names and ensure that
you know how to contact them. The surgery should be well signposted and the doctors’ or
nurses’ names are indicated on their surgery rooms.
Waiting time: We run an open morning surgery and an afternoon appointment
system in this practice for consultations with the Doctors. You will be given
a time at which the doctor or nurse hopes to be able to see you. When attending
the open morning surgery, you will be seen that morning, but you may have to
wait; this is due to patient demand and can be very busy. We ask you to please
Access: You will have access to a doctor rapidly in case of emergency; two
hours in cases of urgency; and otherwise within six hours. We will arrange a
home visit as appropriate for those who are too ill or infirm to be brought to
Telephone: We will try to answer the phone promptly and to ensure that there
are sufficient staff available to do this. You should be able to speak to a doctor
by telephone, or the doctor will ring you back as soon as possible.
Respect: Patients will be treated as individuals and partners in their healthcare,
irrespective of their ethnic origin or religious and cultural beliefs and we
expect the same in return.
Information: We will give you full information about the services we offer.
Every effort will be made to ensure that you receive that information which directly
affects your health and the care being offered.
Health Promotion: The practice will offer patients advice and information
on: steps they can take to promote good health and avoid illness; self-help which
can be undertaken without reference to a doctor in the case of minor ailments;
and our smoking cessation service on Thursday afternoons between 4-5pm.
Health Records: You have the right to see your health records, subject to
limitations in the law. These will be kept confidential at all times.
Your Responsibility To Us
Help us to help you.
Please let us know if you change your name, address or
Please do everything you can to keep appointments. Tell us as
soon as possible if you cannot. Otherwise, other patients may have to wait longer.
need help too. 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.
about tests ordered by the hospital should be directed to the hospital, not the
We ask that you treat the doctors and practice staff with courtesy and respect.
Please read our practice booklet. 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 ask if you wish
to see your doctor.
Comments And Suggestions
We are happy to accept and consider comments and suggestions from our patients.
Please present your views in writing at reception.
We always try to provide the best services possible, but there may be times
when you feel this has not happened. The following information explains our in-house
complaints procedure, drawn up to respond to patient grievances. Our practice
procedure is not able to deal with questions of legal liability or compensation.
We hope you will use it to allow us to look into and, if necessary, correct any
problems that you have identified, or mistakes that have been made. If you use
this procedure it will not affect your right to complain to the ABHB. Please
note that we have to respect our duty of confidentiality to patients and a patient’s
consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint, please telephone or write to our practice manager.
Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so you will be offered
an appointment for a meeting to discuss the details within 14 days. Occasionally
it may take longer, but we will keep you informed throughout. You may bring a
friend or relative with you to the meeting. We will try to address your concerns,
provide you with an explanation and discuss any action that may be needed.
Freedom of Information
The Freedom of Information Act 2000 obliges the practice to produce a Publication
Scheme. A Publication Scheme is a guide to the ‘classes’ of information
the practice intends to routinely make available. This scheme is available from
We strongly support the NHS policy on zero tolerance. Anyone attending the
surgery who abuses the GPs, staff or other patients be it verbally, physically
or in any threatening manner whatsoever, will risk removal from the practice
list. In extreme cases we may summon the police to remove offenders from the