GPs and Staff Towards Patients
We will provide access to appointments and ensure emergencies can always be accommodated.
We will ensure the patient receives any assistance necessary during their appointment e.g. services of an interpreter (please try to give adequate notice), and advise the patient at the time of checking in of any delay.
We will always treat the patient in a friendly, unhurried and respectful way.
We will provide a comfortable, safe environment in the surgery.
We will explain to the patient if a practice policy is preventing agreement to a request.
We will appreciate the patient's need for confidentiality, both face to face and over the telephone.
We will be prepared to explain, slowly and carefully, any instructions given by a member of staff.
As a very last resort we do have the right to remove patients from our list. We will, however, not do so (except in the case of threatening behaviour) without explaining the reasons for removal and giving due consideration to the process.
Patients Towards GPs And Staff
Whenever you attend the surgery, please check in with reception staff.
At the time of booking your appointment, please inform the reception staff of any special needs, e.g. need for an interpreter, or if you will need an extra long session with your GP.
You will always be seen by a GP on the day you request if your need is medically urgent.
Reception is a very busy area - please be as patient and as understanding as possible.
If you are not called for your appointment within 15 minutes of the allotted time, tell the receptionist.
If you are feeling increasingly unwell, please tell the receptionist. They can only help if they know.
If you cannot attend a booked appointment - or no longer need it - please notify the surgery in order to avoid wasting valuable time.
The receptionists are following their employers' (the GPs) instructions. If you are unhappy with a particular service they are providing, please ask to speak to the practice manager.
If you are not clear on the instructions you have been given by the GP or another staff member, please ask for clarification before leaving the surgery.
Respect other patients' need for a calm atmosphere in the waiting room and try to keep your children under control.
Always give 48 hours' notice of repeat medication requests.
The out-of-hours service is for emergencies only. It is not an extension of your GPs surgery hours.
If there appears to be a problem between the practice and a patient, we will invite you in to talk about this.
If you have a problem or concern, or would just like to chat about the service provided by your practice, ask to speak to the practice manager. She will be pleased to make an appointment to see you.
Patients are reminded that the following behaviour is unacceptable and will generally result in immediate removal from the GP's list:
- Physical threats/abuse;
- verbal abuse;
- racial abuse.