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.
This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best.
Practice is being followed at all times and the safety of everyone is of paramount importance.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. A chaperone implies a clinical health professional, such as a nurse, or a specifically trained non-clinical staff member.
Wherever possible we would ask you to make this request at the time of booking appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. If the chaperone is not presence it may be necessary to reschedule your appointment.
If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the manager.
We hope that you will be happy with the services that you receive from the practice. However, if you would like to make a complaint regarding the surgery service, staff etc. Please contact the Practice Manager in writing. Every effort will be made to answer your queries / complaints to the best of our abilities. We take complaints very seriously.
The staff at the practice, which includes all the receptionists, nurses, doctors and attached staff such as Health Visitors and District Nurses are all part of our Primary Healthcare Team and are here to help you, the patient, receive the best form of healthcare in a Primary Care setting.
To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite and facilitative and sensitive to all patient individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks, all at the same time.
In order for the Practice to maintain good relations with their patients the practice would like all its patients to read and take note of the occasional types of behavior that would be found unacceptable:
- Patients should not use bad language or swear at practice staff.
- Patients should not use any physical violence on any member of the Primary Health Care Team, such as pushing or shoving.
- Racial abuse or sexual harassment will not be tolerated within this practice
The doctors reserve the right to have patients who abuse these guidelines removed from their list.
We always try to give you the best services possible, but there may be times when you feel that this has not happened. If you wish to make a complaint please write or ask to speak to the Practice Manager who will be able to assist you.
- We aim to promote good health and encourage prevention of disease.
- Our aim is to treat all our patients with respect and therefore we expect our patients to treat all our Staff in the same manner.
- We will endeavour to maintain patients’ medical records up to date and will respect patients’ right of access to same.
- We offer Annual reviews on Medication, Asthma, CHD, Diabetics, Mental Health and Learning disabilities.
- We offer clinics for ante/post-natal, child Immunisation, cervical smears, CHD, COPD, Diabetes, Asthmatic, Flu, travel advice including travel vaccinations.
- If any of our clinics need to be cancelled we will try wherever possible to give at least 24 hours notice.
- We will endeavour as a team to see you as close as possible to your allotted appointment time, however please bear in mind that there will be occasions when this is not possible.
How you can help us
- It is the patients’ responsibility to keep their appointments and to inform us as early as possible if unable to attend.
- Patients need to inform us of any past medical history, hospital admissions and any other details they feel relevant to be documented in their records.
- When making appointments please be aware that the doctors can only see one patient per consultation, if more than one patient i.e. family members needs to be seen a further appointment must be booked.
- Treatment facilities are better at the surgery please do not request a home visit unless it is absolutely necessary.
- Do not for any reason share your medication with anybody else. In doing so this could prove to be dangerous.
- A & E visits and Out of hours services should only take place when urgent medical attention is required. Out of hours services should not be used to gain a second opinion.
- If you should have any difficulties within the practice, the Practice Manager would appreciate if this is brought to her immediate attention.
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.