ALL MEMBERS OF THE PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT'S REQUIREMENTS.

PRACTICE LEAFLET:

All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.

SURGERY PREMISES:

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.

PATIENTS' RIGHTS TO GENERAL MEDICAL SERVICES:
Patients have the right to:

• be registered with a General Practitioner
• change doctor if desired
• be offered a health check on joining the practice
• receive emergency care at any time from the practice
• receive appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agrees
• have the right to view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential.

ACCESSING MEDICAL RECORDS:

• The Patient Services Manager will assist any patient wishing to have access to their own medical record, subject to the relevant Acts.
• The patient's doctor will be available to explain medical terminology within the legal timescales.

COMMENTS, SUGGESTIONS & COMPLAINTS:

• The Practice Complaints Manager is responsible for handling comments, suggestions and complaints about any service provided by the practice
• All constructive comments and suggestions will be considered by the practice
• All complaints will be recorded, and written complaints will be acknowledged within five days of receipt. We will respond to all complaints within 28 working days. Where a complaint is made about a doctor, the patient will be able to discuss this with another doctor in the practice, if preferred.

CHANGES TO PROCEDURES:
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of this brochure; waiting room notice-boards or individual leaflets.

REPEAT PRESCRIPTIONS:
The procedure for obtaining repeat prescriptions will be explained in our Practice Leaflet. Prescriptions will be available from the reception desk - 48 hours notice (two working days) for a repeat prescription is required.

REFERRALS:

• Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation
• We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.

TEST RESULTS:
When a doctor or nurse arranges for a test to be taken the patient will be informed about how to obtain the result.

TRANSFER OF MEDICAL RECORDS:
The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.

PRIVACY AND CONFIDENTIALITY:
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This is information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care. You have a right to know what information we hold about you. If you would like to see your records, ask to speak to the Patient Services Manager.

APPOINTMENTS:
With a Doctor: For routine consultations we will endeavour to offer patients an appointment within two working days of the request. For medically urgent requests, we will offer an appointment on the same day.

With a Practice Nurse: For routine appointments we will offer an appointment within five working days.

HOME VISITS:
The practice policy for home visits is explained on page 13.

OUT OF HOURS EMERGENCIES:
We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.

WAITING TIMES:

• surgeries will normally start on time
• we expect patients to be seen within twenty minutes of their appointment time, and in the event of a delay we will offer an explanation
• when a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.

With these rights come responsibilities and for the patients this means:  

• Courtesy to the staff at all times - remember they are working under doctors' orders
• Please cancel your appointment if you are unable to attend. Someone else could use it!
• Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
• An appointment is for one person and one problem only - where another member of the family needs to be seen or discussed or you wish to discuss more than one problem, another appointment should be made
• Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience
• When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing
• Use the tear off slip to request your repeat prescription whenever possible. Please attend for review, when asked, before your next prescription is due
• Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary
• Do not ask for information about anyone other than yourself
• Tell us of any change of name or address, so that our records are accurate
• Do let us know whenever you feel we have not met our responsibility to you
• We would, of course, be pleased to hear when you feel praise is due as well