KEY PRACTICE AIMS AND PATIENT RESPONSIBILITIES
Our overall aim is to provide a caring service for our patients. We are
committed to promoting health and well being in a friendly and caring
- All patients will be given where possible a choice of
doctor for them to see when they book an appointment.
- All patients urgently needing to see a doctor will be
seen on the day of their request but not necessary by the Doctor of their
- All patients will be seen by the Doctor of their choice
wherever possible, unless that Doctor is absent or already fully booked.
- We aim to see patients as near as possible to the
- Delays are usually because an earlier patient has
required a longer consultation than anticipated or there has been the need
for an emergency doctor visit.
- We aim to provide an efficient Dispensing service to our
patients who are registered for this service.
- Where possible we aim to have the correct drugs in stock
and in the event of a drug having to be ordered, this should be available
within twenty-four hours.
- We aim to prevent patients having to wait a long time for
their medication to be prepared and checked. (All drugs are checked
according to rigorous protocols before handing out).
- Repeat Prescriptions are normally ready for collection
within two working days. At exceptionally busy times dispensed medication
may take up to 3 working days from receipt of the request.
- A Doctor on duty will assess all house visit requests and
if necessary for the same day, they will be made by 3.30pm provided they
have been requested before 10.00am.
- For any extremely urgent situations the doctor will
immediately assess them and a visit will be made as soon as possible.
- We aim to make all patients feel welcome and comfortable.
Our staffs are expected to treat all patients with courtesy and respect at
- All staff have to sign a confidentiality statement and
the practice is registered under the Data Protection Act.
- We have a complaint procedure in operation. It is hoped
that our Practice Manager or his representative will be able to deal with
any problems within an established time scale. Please speak to our
receptionist who can advise you on this.
- Every effort will made to afford privacy to patients
attending the practice.
IN RETURN, MAY WE PLEASE ASK YOU TO:
- Arrive for your appointment on time.
- Request longer appointment times if you have more than
one problem to discuss. If you do not do this, you may be asked to book a
further appointment in order not to delay the appointment that follows you.
- Let us know as soon as possible if you are unable to
attend for an appointment; other patients may appreciate being able to take
- Telephone, if possible before 10.30am for an emergency
- Home visits are a service for the genuinely seriously ill
or housebound. Anyone who is able to attend the surgery is asked to do so.
- Similarly night visits should be requested only when felt
to be absolutely necessary. The “on-call” doctor may have to be on duty
again the next day.
- Remember our receptionists are there to help you but try
not to take advantage of them – they are very busy ensuring everyone’s
requirements are met and are unable to give advice about medical problems.
- Avoid telephoning the Surgery during the busy morning and
evening sessions for test results and for less urgent matters such as
- Be sure to notify our Receptionist promptly of any
changes of name, address or telephone number.
- Our staff would appreciate being treated with courtesy
and patience – this is particularly important when the surgery is very busy
and they are trying to meet many varied demands.
Violence, rudeness and verbal abuse towards staff, totally
unacceptable and will not be tolerated.
Appropriate action will be taken (e.g. Violence will be reported to the police;
continued rudeness or verbal abuse can result in removal from the practice
If you are dissatisfied with the service you have received please ask about our