Practice Charter

 

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Our Philosophy

  • To provide a safe and effective patient experience.
  • Our aims are to offer the highest standard of healthcare and advice to our patients, with the resources available to us.
  • We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.
  • We are dedicated to ensuring that practice staff and doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work
 

Our Patient Charter

  • You will be treated as an individual and given courtesy and respect regardless of your background, ethnicity, religious belief, personal situation or the nature of your health problem.
  • We will involve you fully in planning and agreeing your treatment and will explain it to you.
  • We will give you full information about the services we offer.
  • All staff involved in your care will have received appropriate training and will be identified by name.
  • We will arrange specialist or hospital treatment as necessary. If a second opinion is appropriate, we will arrange this.
  • You will have the right to choose whether or not to take part in training or research.
  • You have a right to see your health record in accordance with the law.
  • An urgent appointment with a doctor or nurse practitioner will be available on the day.
  • A non-urgent appointment with your usual GP will be available within a reasonable time.
  • We will endeavour to see you at a convenient time and without undue delay.
  • We aim to answer the phone within three rings.
  • An appointment with a practice nurse will be available within one week for general matters.
  • An appointment with a practice nurse will be available within six weeks for a chronic disease review.
  • Requests for prescriptions will be dealt with within 48 hours (two working days). This can be in person or via pharmacy collection service.
  • All comments and suggestions about the service are welcome. Please use the box in the waiting room.
  • If you have a complaint, please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.
  • We wish to make Ammonite Health as accessible as possible. If you have hearing, visual or physical difficulties, please let the receptionist know so that we can enable you to fully use our services
 

Patient’s Responsibilities

  • You are encouraged to share responsibility for your health.
  • If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
  • If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are unavoidably delayed, so that we can make alternative arrangements to help you.
  • A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before 10.00am if at all possible.
  • An urgent appointment is for an urgent medical problem. Please speak to the receptionist if you require a sick note or repeat prescription.
  • We would ask you to be patient if your doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the receptionist.
  • Make a separate appointment for each patient that needs to be seen. This allows the doctor enough time to treat each patient with the time they deserve.
  • Please act in a responsible and courteous manner whilst on the practice’s premises for the safety and comfort of others.
  • Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted. You may be asked to register at another surgery if this behaviour occurs
 

Patient’s Rights to General Medical Services

  • To be offered a health check on joining a doctor’s list for the first time.
  • To have appropriate drugs and medicines prescribed.
  • To be referred to a consultant acceptable to them when they and their GP think it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
  • To have access to their health record, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
  • To choose whether to take part in medical research or medical student training.
  • To receive a copy of their doctor’s practice leaflet, setting out the services that he or she provides.
  • To receive a full and prompt reply to any complaint made