The Practice / Patient Agreement
We are committed to providing a warm welcome and excellent care to all patients in a calm and pleasant atmosphere. To this end, we propose the following agreement, which we hope will facilitate a good relationship between us and you.
If you feel we have fallen short in these commitments then please let us know by contacting Jacquie O’Connor, Practice Manager.
The practice:
- Aims to provide the highest quality of medical services possible, within the limits set by the NHS.
- Will provide access to the practice doctors and nurses through a combination of booked face to face and telephone appointments, and triage clinics.
- Will aim to see our patients for routine matters within two weeks.
- Expects practice staff to treat all patients in a courteous, caring and respectful manner regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
- Will attempt to attend to our patients needs as quickly as possible on arrival at the Health Centre.
- Will provide a clean and safe environment for patients to wait and receive medical attention.
- Will aim to keep to our appointment times. However, inevitably some medical problems do take longer than the allocated 10 minutes.
- Will ensure that confidential medical information is protected and processed accordingly to latest NHS and data protection guidance.
- Encourages patient feedback and should you wish to make a suggestion or complaint, we will provide information on how to do so, and will ensure that so doing does not compromise your medical care.
We ask you, the patient:
- To attend appointments punctually and inform us as soon as possible (preferably at least 24 hours in advance) if you need to cancel your appointment. If you are late for your appointment, you may be asked to rebook.
- To treat Health Centre staff and other patients with courtesy and respect at all times.
- To respect the comfort and wellbeing of others by refraining from using personal audio equipment and be considerate when talking on mobile telephones whilst in the Health Centre. Smoking and the consumption of alcohol, intoxicating or illegal drugs is strictly forbidden. Animals, other than registered assistance dogs, may not be brought into the Health Centre.
- To not bring bikes, scooters or skateboards into the Health Centre.
Removing Patients
The practice reserves the right to remove patients who break this agreement from our patient list. Should removal take place, the patient will be informed why this has been done. The practice has a zero tolerance policy for physical and verbal aggression towards our staff and other patients. Any patient using threatening language and/or behaviour will be removed from the list and may be reported to either the police or appropriate college authorities. Patients who persistently fail to attend appointments, or cancel them in good time, will be removed from our list. We may contact you by letter, telephone, email or text message as appropriate. Please let us know if you prefer not to be contacted by any of these methods.