All members of our primary health care team are dedicated to a quality policy to achieve health services that meet our patient’s requirements.
All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.
Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including patients with disabilities.
Patients’ rights to Medical Services
Patients have the rights 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 practice manager will assist any patients 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 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 3 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 our patients, we will ensure that these are clearly explained, by means of our brochure; waiting room notice board or individual leaflets.
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.
- 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.
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result
Transfer of Medical Records
The Practice will endeavour to dispatch any medical record required by the Health Board within seven working days and same day if the request is urgent.
Privacy and Confidentiality
We will respect our patients’ privacy and confidentiality at all times.
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 endeavour to offer an appointment within four working days.
The practice policy for home visits is explained in the practice leaflet and on our website.
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.
- 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.
- To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
- An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
- 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.
- Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.