Practice charter

Practice/Patient partnership

Our Commitment
To provide the highest quality medical and administrative services to patients.
To treat all patients as partners in the care and attention they receive; to foster relationships of mutual understanding, trust and respect.

Our Request
That patients help us to help them, by following the guidelines suggested.

Appointments
Our aim

	We operate an appointment system.
	Patients with urgent problems that cannot wait will be seen by a doctor or Primary Care Nurse on the same day.
	Patients with non-urgent problems will be given the earliest available appointment.
	We will try to ensure that you are seen on time, but some consultations take longer than others and we have no way of knowing about specific cases in advance. When there are prolonged delays you will be given an explanation.

Your help

	Please telephone for an appointment on 01225 424733.
	Please try to be punctual.
	Please book one appointment for each person to be seen. If we are running late, please do be patient; on another occasion you may need the extra time. Our front line staff in Reception will do their best to assist you, but please understand that they may not be able to provide you with a precise delay time, as this is dependent upon clinical need. Abusive behaviour to our staff will not be tolerated.
	Please tell us if you no longer need to see the doctor/nurse. Another patient may be glad of the appointment. GP and Nurse time is very precious, and if you are not able to make an appointment, please let us know, even up to the last minute.

Telephone Response
Our aim

We will try to answer the telephone promptly and efficiently.

Your help

Telephone lines are very busy between 8:30am and 10:00am, and we ask that you please avoid calling for non-urgent matters between these times. It is often better to call late morning or late afternoon.
Please keep calls brief, and ensure you call the relevant number:

St James’s - Appointment 01225 424733 Enquiries/Home Visits 01225 422911

Junction Road Surgery - All calls 01225 422012

Please note that when Junction Road is closed on a Wednesday afternoon your call will be re-directed to St James’s.

Home Visits
Our aim

We will arrange home visits for patients who are too ill to attend the surgery.

Your help

	Please telephone 01225 422911 for home visits by 10.00am, unless a genuine emergency arises later.
	Please request home visits only when patients are too ill to attend surgery, not because it is inconvenient to attend.

Calls Out Of Hours
Our aim

A local GP service BEMS provides cover for emergencies 6pm to 8am Monday to Friday and all weekends and bank holidays. Telephone: 01980 626226

Your help

	Please telephone for help on 01225 422911.
	Please only use this service for emergencies and not for conditions which can wait until the next working day.

Appropriate Care
Our aim

You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems. Following discussion you will receive the most appropriate care given by suitably qualified people. No care or treatment will be given without your informed consent.

Your help

	We ask that you treat the doctors and practice staff with the same courtesy and respect.
	We would ask you to try and follow the medical advice offered and to take any medication as advised.
	Please feel free to ask questions about your treatment.

Repeat Prescriptions
Our aim

	Requests for repeat prescriptions must be made in writing. You can use the computer list sent with your last prescription or write your own list or request online.
	Prescriptions may be collected from reception or will be sent to you if you accompany your request with a stamped addressed envelope. Alternatively, you can use the Pharmacy Prescription Collection Service.
	Request for prescriptions cannot be taken over the telephone.

Your help

Please allow 2-3 working days for this service.

Tests/X-Ray Results
Our aim

	Results may be obtained by telephoning the surgery. Your doctor will tell you how long he expects the test results to take.
	Results can only be given to the patient concerned, not to friends or relatives, unless you have given your express permission that we can disclose this information to them.

Your help

Please telephone for results between 2.00 and 2.30pm Monday to Friday on 01225 422911.

Information About Services
Our aim

We will give you full information about the services that we offer.

Your help

Please read this website for information. It will help you to get the best out of the services we offer.

Access To Records
Our aim

You have the right to see your health records, which will be kept confidential subject to any limitations to the law. There will be a charge to cover administration.

Suggestions, Comments And Complaints
Our aim

	We want to give you the best possible service and welcome any comments you have and we have a feedback/suggestions box in the Reception lobby at St James’s.
	If you have a complaint, it will be dealt with seriously and promptly. Please put these in writing and address them to The Senior Partner.