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Much of the following information has been covered throughout this website.  What follows is intended to further clarify the rights and responsibilities of both us, the provider, and you, the patient.




We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.


The care of your health is a partnership between yourself and the Primary Health Care Team.  The success of that partnership depends on an understanding of each other’s needs and co-operation between us.


Our responsibility to you:


Ø  You will be greeted courteously

Ø  You have a right to confidentiality

Ø  You have the right to see your medical records subject to the limitations of the law

Ø  You will be seen the same day if your problem is urgent

Ø  You will be seen by your own doctor whenever possible

Ø  You will be informed if there will be a delay of more than 30 minutes for your appointment

Ø  You will be referred to a consultant when your GP thinks it necessary

Ø  You will be given the result of any test or investigation on request or at your next appointment

Ø  Your repeat prescription will be ready for collection within 48 hours of your request

Ø  Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly



  Your responsibility to us:


Ø  Please treat all surgery staff with the same respect – we are all just doing our job

Ø  Please do not ask for information about anyone other than yourself under the Data Protection Act and Caldicott Regulations, we are unable to give this information to you

Ø  Tell us of any change of name or address, so that our records are accurate

Ø  Only request an urgent appointment if appropriate.  Home visits should only be requested if you are really too ill to attend surgery, and night visits should be for emergencies only – the Doctor On-Call will be at work as usual the next day

Ø  Please cancel your appointment if you are unable to attend

Ø  Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency

Ø  Please allow sufficient time for your consultant’s letter or the results of any tests to reach us

Ø  You will be advised of the usual length of time to wait

Ø  Use the tear off slip to request your repeat prescription whenever possible.  Please attend for review, when asked, before your next prescription is due

Ø  Do let us know whenever you feel we have not met our responsibility to you

Ø  We would, of course, be pleased to hear when you feel praise is due as well







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 rights to:

Ø  be registered with a General Practitioner

Ø  change doctor if desired

Ø  be offered a health check on joining the practice

Ø  receive emergency care at any time from the practice

Ø  receive appropriate drugs and medicines

Ø  be referred for specialist or second opinion if they and the GP agrees

Ø  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 :

Ø  The Practice Manager will assist any patient wishing to have access to their own medical record, subject to the relevant Acts.


Ø  The patient's doctor will be available to explain medical terminology within the legal timescales.


Comments, Suggestions & Complaints:

Ø  The Practice Manager is responsible for handling comments, suggestions and complaints about any service provided by the practice.

Ø  All constructive comments and suggestions will be considered by the practice

Ø  All complaints will be responded to in accordance with our policy below  


Changes to Procedures :

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of our brochure and/or; waiting room notice boards or individual leaflets.


Repeat Prescriptions :

Prescriptions will be available from the reception desk - 48 hours notice (two working days) for a repeat prescription is required.


Referrals :

Ø  Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation

Ø  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 how to obtain the result (results are normally available after 3pm the following day)


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.


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 in the practice leaflet.




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 :


Ø  surgeries will normally start on time

Ø  we expect patients to be seen within thirtyminutes of their appointment time, and in the event of a delay we will offer an explanation.

Ø  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 :


Ø  Courtesy to the staff at all times - remember they are working under doctors' orders.

Ø  To attend appointments on time or give the practice adequate notice that they wish to cancel.   Someone else could use your appointment!

Ø  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.

Ø  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.

Ø  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.

Ø  Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.

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