Care is best delivered in an atmosphere of mutual respect and we expect our staff to treat all our patients with respect and understanding, and request that patients acknowledge this by treating our staff courteously. Our receptionists try very hard to please patients, doctors and our nursing team, so please do not blame them if something goes wrong, use the suggestions box or complaints procedure to help us to ensure the problem does not happen again.
Most of our Patients know it can sometimes be difficult to get a routine appointment with a GP or Nurse. In the course of events where demand is unpredictable, that cannot easily be remedied.
One thing that makes this more difficult to overcome is the problem of missed routine appointments – which are known as DNAs i.e. Did Not Attend.
Cancelling Appointments: If you want to change your appointment on no longer need it, please phone us or use the online services to cancel in good time so that we can give the appointment to someone else.
Confidentiality: We respect your right to privacy and keep all your health information confidential and secure. This information is normally only available to those involved in your care, however there are times when the Department of Health asks us to provide information for the purposes of national surveys and medical studies. If you do not wish your details to be used in this way please inform the practice manager in writing.
Access to Medical Records: Requests for access to medical records should be sent in writing to the practice manager who will consider such requests in accordance with the Data Protection Act 1998.
Change of Address: It is important that accurate and up-to-date records are kept not only about your health & treatment but also your address and contact details. Please inform reception if you move house or change your telephone number.
Zero Tolerance: The practice will not tolerate abuse to staff and considers aggressive behaviour to include personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. All such incidents will be dealt with according to the Practice Policy which includes:
- 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; and
- 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.