Planks Lane, Wombourne, WV5 8DX

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Telephone: 01902 892 209 ( Out of Hours: 111 )

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Practice Polices

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

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Chaperones

The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

  • Cervical cytology
  • Gynaecological
  • Testicular
  • Breast Examination
  • Rectal Examination

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Complaints

We operate a Practice Complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.

For information on how to make a complaint please enquire with the receptionists who will be happy to provide you with an information leaflet. However the Practice Manager is always happy to discuss any problems that may arise either in person or on the telephone.

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Help us to Help You

Your responsibilities to us:

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Practice Charter

We aim to provide the best possible service by:

  • Attention: Courteous and polite
  • Accessibility: Urgent appointments seen on the same day
  • Punctuality: Patients should be seen with 30 minutes of their appointment
  • Promotion: Of the health of all our patients with advice on smoking, alcohol, diet and exercise
  • Confidentiality: Maintained absolutely under all circumstances
  • Complaints: Dealt with seriously and swiftly
  • Expertise: We pride ourselves on our medical professionalism
  • Equality: Decisions on treatment are made only with the informed consent of the patient

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Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.