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.
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
- Breast Examination
- Rectal Examination
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.
Your responsibilities to us:
- Please let us know if you change your name, address or telephone number.
- Please keep your appointment and be punctual Let us know if you cannot keep an appointment so we can offer it to another patient.
- Ask for home visits only when the person is too ill to bring to the surgery.
- Keep phone calls brief and avoid telephoning for non-urgent matters at peak morning time.
- Please treat doctors and staff with the courtesy and respect that you expect from them.
- Please do not bring all your family to see the doctor on one appointment. You would not like to be the next patient waiting and it is not fair to the doctor.
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
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.