PRACTICE
CHARTER STANDARDS
GPs'
Responsibilities
•
You will be treated as an individual and will be given courtesy and respect at
all times.
• We will answer the telephone promptly
and courteously.
• You have a right to information about your
health. We will offer medical advice and information for promotion of good health.
You have the right to see your own medical records subject to the limitations
of the law. A charge may be made.
• Home visits will be made when requested and
if a doctor feels you are not well enough to attend the surgery. The final decision
rests with the doctor.
• We may give you test results when you phone
the surgery for them, or you may be asked to make an appointment with the doctor
to discuss them.
• You will be given a time to see a doctor
in accordance with the system used in this practice. If there is a substantial
delay for any reason you will be given an explanation and offered a suitable alternative.
Patients'
Responsibilities
•
We ask that you treat our doctors and all practice staff with courtesy and respect.
• The first hour of the morning can be extremely
busy. Please keep telephone calls brief. If possible, leave routine calls till
later in the day.
• You are responsible for your own health and
that of your children. Please take the advice given to you at the practice.
• Please report to the reception desk on arrival at the surgery, in advance of your appointment time.
• In the event of you arriving late for your appointment it may be necessary to make an alternative appointment.
• There is also an easy-to-use automatic check-in screen to help minimise ques at the desk.
• If tests are ordered for you, please ask
the doctor or a member of staff about receiving the results.
• Please let us know as early as possible if
you are unable to keep an appointment so we can allocate that time to another
patient.
Comments
And Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing and forward them to the practice manager, or alternatively ask the receptionist to post it in the 'comments' box.
Complaints
Procedure
We always try to provide the best possible service, but there may be times when
you feel this has not happened. We have an in-house complaints procedure to respond
to patients' grievances. If you have a complaint please telephone or write to
the practice manager, or ask at reception for details of our complaints procedure.
You will receive a reply within 10 days, or, if requested, an appointment with
the practice manager to discuss your grievance.
Confidentiality
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act 1998. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme which can be accessed via http://www.manchester.nhs.uk or in hard copy by written request to the practice manager.
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