Practice Policies

Responsibilities of Practice & Patients

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 practice team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our responsibility to you:

You will be greeted courteously
You have a right to see your medical records subject to the limitations of law (ask a member of staff for a “patient NHS records” leaflet for more details)
You will be seen the same day if your problem is urgent
You will see the GP of choice whenever possible
You will be kept informed if there is a delay of more than 20 minutes for your appointment
You will be referred to a consultant when the GP thinks it necessary
You will be given results of any test or investigation on request or at your next appointment
Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

Your responsibility to us:

Please treat all staff with respect
Tell us of any change of name or address so that our records are accurate
Do not ask for information about anyone other than yourself. Only patients that have given written consent for other named individuals to collect items from the practice on their behalf and the named individual has appropriate ID will documents be handed over – this is for all items or information.
Only request urgent appointments if appropriate.
Requests made for Home Visits should only be made if you are Housebound or too ill to attend surgery
Please be punctual, but be prepared to wait if your GP is delayed due to an emergency
Please cancel your appointment if you are unable to attend
Please allow sufficient time for letters or test results to reach us
We would be pleased to hear when you feel praise is due

Zero Tolerance

As an employer, the practice has a duty to care for the health and safety of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning Zero Tolerance.

The Practice has a policy of “zero tolerance” of verbal and physical violence towards GP’s, staff or other patients.

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.

We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.

If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list. Where possible, conciliation would always be the preferred route. Reasons for removal will be given in writing.

Examples of Unacceptable Standards of Behaviour