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Patients Charter
SURGERY
RESPONSIBILITIES
• The practice aims to provide the best
possible service within the resources available.
• You will be treated
with courtesy and confidentiality at all times.
• An appointment
will be offered to you on the same day if you need to be seen urgently.
•
Routine appointments will be offered to you within two working days.
•
Home visits may be requested if you are unable to attend the surgery due to ill
health and should be requested before 10.00am.
• 24 hour cover is
provided by the practice by telephoning 0844 815 1954. This will contact the surgery
during office hours. After office hours, the call will be automatically diverted
to Ambulance Control Answering Service who will contact the doctor on call for
you. If you need a doctor in an extreme emergency and cannot obtain a reply on
the surgery number for a period of time, dial 999 and request an ambulance.
•
You may contact the doctor for telephone advice each weekday morning between 10.30
and 11.00am. The practice nurse is available between 3.30 and 4.00pm for telephone
advice and other times during the day.
• We will keep you informed
of the services available to you throughout the practice booklet, patient participation
group and practice notice board.
• Health promotion clinics are available
to you, please ask at reception if you would like an appointment.
•
You have the right to see your own medical records, within the restriction of
the law.
• Repeat prescriptions will be ready for collection 48 hours
after your request is received. We will arrange for prescriptions for non-dispensing
patients to be collected by the chemist in Saxilby at your request or to be sent
to Skellingthorpe Post Office for collection. Urgent requests for repeat medication
will be dealt with the same day.
• Complaints and comments: we are
very interested to hear any comments regarding the service we provide and you
will always receive a reply. These should be directed to the practice manager,
who will deal with any problems immediately, provide you with a complaints form
and keep you informed of the procedure followed.
PATIENT RESPONSIBILITIES
• We ask that you treat our doctors and practice staff
with courtesy and respect.
• If you are unable to keep an appointment,
please let the surgery know as soon as possible.
• Inform the surgery
of any changes to your name, address or telephone number.
Suggestions
And Complaints
We
are always interested to hear any comments regarding the service we provide and
you will always receive a reply. These should be directed to the practice manager
who will deal with any problems immediately and provide you with information on
the complaints procedure.
Confidentiality
The practice is fully computerised and all information
held on the computer is kept in accordance with the Data Protection Act. The effective
functioning of a multi-disciplinary team means that it is sometimes necessary
to share medical information about you. This enables us to analyse various aspects
of healthcare. The practice is occasionally requested to become involved in important
NHS and ethically approved research. All data used is confidential and protected
under the Data Protection Act.
Dispensing
Patients on our dispensing list may collect their medication from the surgery. The local chemist is available during surgery hours to dispense your prescriptions for you if you live in Saxilby.
We will arrange for prescriptions for non-dispensing patients to be collected by the chemist in Saxilby, if required, and Skellingthorpe patients can collect their medication from Skellingthorpe Chemist, if required.
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