A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.
The staff in this practice have the right to do their work in an environment free from violent, threatening and abusive behaviour and everything will be done to protect that right. At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of staff we may choose to inform the police and make arrangements for you to be removed from our medical list.
Patients rights and responsibilities
Our Objective is to provide the best service we can for our patients but we do need patients’ co-operation to achieve this. The following shows a brief list of your main rights and responsibilities as a patient:
- You will be treated as an individual and will be given courtesy and respect at all times.
- You have the right to be treated confidentially.
- New patients will be offered an interview with the doctor – the practice does not discriminate on the grounds of race, gender, social class, age, religion, disability or medical condition.
- You have the right to an explanation in writing if you are removed from the practice list.
- You have a right to information about your own health. You have a right to see your own medical records subject to the limitations of the law. A charge may be made.
- If there is a substantial delay when attending for your appointment at the surgery, you will be given an explanation.
- We ask that you treat our doctors and staff with courtesy and respect.
- Be honest in all your communications with staff and doctors.
- Attend surgery appointments on time – or, if you are unable to attend, cancel in advance.
- Consult in a sober state, neither under influence of drugs or alcohol.
Complaints and suggestions
The practice manager or any member of staff will be delighted to listen to any suggestions or comments that you may have in order to help us give you a better service. The practice manager is available to answer any non-medical queries which you may have regarding the surgery or the services we offer. Please ask at reception to see her.
We try at all times to give you the highest standard of service, but we do appreciate the sometimes we get it wrong. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If this is not possible, we operate a Practice Complaints Procedure in line with NHS system for dealing with complaints. Simply contact the practice manager and she will set all the necessary wheels in motion. Our practice complaints leaflet gives details of the procedure and is available from reception.