Patient Rights and Responsibilities

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

• Ensure our patients have 24-hour access to medical advice
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day
• Work in partnership with you to achieve the best medical care possible Involve you, and listen to your opinions and views in all aspects of your medical care

We would respectfully ask that you:

• Let us know if you intend to cancel an appointment or are running late
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory

The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Zero Tolerance Policy

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives, will be reported to the police as an assault.

Problems & Complaints

Whilst we hope that you will not need to complain, we are human and occasionally things can go wrong.

Most complaints can be dealt with informally by discussion. A copy of our complaints procedure can be obtained from reception or here.

In the first instance you should contact Caroline Self, our Practice Manager who will guide you through the process.

Confidentiality/Data Protection

Doctors and staff use a computer to hold patient information to enable them to provide good continuity of care. Your data is kept securely. Some of it may be used by other authorised agencies, such as district nurses and hospital consultants.

The surgery is registered under the Data Protection Act.

Confidentiality leaflet a Patient Guide

Freedom of Information Act details

Comments and Suggestions

We are always happy to accept comments and suggestions from our patients. These will be discussed at our regular Practice Meetings.