It is the patient's responsibility to provide accurate information about their health, condition and status and take some personal responsibility for it.
It is the patient’s responsibility to keep their appointment and cancel if they are unable to attend. Patient's should make sure they follow the course of treatment which has been agreed and talk to their Clinician if they find this difficult. To make sure that they do not run out completely of their regular medication , patients are requested to check their cupboards before ordering repeat prescriptions. Patient’s must ensure that a repeat medication request is put on time.
Patient's are responsible in ensuring they participate in important health programmes such as vaccination.
Patients must notify us of any change of address or contact telephone number immediately you may miss an important appointment letter from us or the hospital or even lose registration with our practice if we don’t have your correct contact details on our system. Children (under 16 yrs of age)should have an adult with them when visiting the doctor.
Patients should ensure that those closest to them are aware of their wishes about organ donation.
Patient's are expected to give feedback - both positive and negative- about the treatment and care they have received including any adverse reactions they may have had.
Patients' Rights to General Medical Services
Patients have the right to:
- Be registered with a General Practitioner (GP)
- Change their GP if desired
- Be offered a health check on joining the practice
- Receive urgent care at any time from the practice
- Receive appropriate drugs and medicines
- Be referred for specialist or second opinion if they and their GP agree
- View their medical records, subject to the Acts and associated procedure, and to know all NHS employees are legally obliged to keep the contents confidential.
Changes to Procedures
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure; waiting room noticeboard or individual leaflets, giving as much notice as practicable.
To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.
- Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
- We will normally process non-urgent referrals within ten working days of the patient consultation or the doctor's decision to refer.
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result. (Results are normally available after 2pm the following day)
Transfer of Medical Records
The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days, or on the same day if the request is urgent.
* We will respect patients' privacy, dignity and confidentiality at all times *
With a Doctor: For routine consultations, we will endeavour to offer patients an appointment within two working days of the request. For medically urgent requests, we will offer an appointment on the same day.
With a Practice Nurse: For routine appointments, we will offer an appointment within five working days. If there is a delay in the appointment wait (when you arrive) of more than 20 minutes, we will let you know. We are happy to update you on any delay situation if you feel that you have been waiting too long.
Home Visits: We are unable to guarantee a specific doctor will visit you, as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it. Patient's are expected to treat Practice Staff and other patients with respect and recognise that causing a nuisance or disturbance on practice premises could result in prosecution.
Our responsibility to you (Practice):
Showing courtesy to the staff at all times - remember they are working under doctors' orders. Violence or verbal harassment will not be tolerated or accepted.
- Responding in a positive way to questions asked by reception staff.
- Attending appointments on time or giving the practice adequate notice that they wish to cancel. Someone else could use your appointment!
- Children should have an adult with them when visiting the Doctor or Nurse.
- An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
- Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
- When patients are asked to give 48-hours’ notice for repeat prescriptions, please give us this time, as it is to allow for accurate prescribing.
- Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.
- Surgeries will normally start on time.
- We expect patients to be seen within 20 minutes of their appointment time, and in the event of a delay we will offer an explanation.
- When a doctor is called away on an emergency, we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.
Violent & Abusive Patients
If there is a violent or abusive patient we will try and calm the patient down by getting another member of staff to talk to him/her or to take them to another room to calm them down. This normally works because the abusive patient can calm down when he or she is alone. If this is not successful then we will tell the abusive patient that we will contact the police.
Our surgery is fully accessible to disabled people including wheelchair bound. Our reception counter is also designed so that patients who are wheelchair bound can easily gain access to our reception staff.