We believe that effective communication and information channels are essential for providing you with the best possible care and advice. All practice staff will offer a high standard of advice and assistance in a courteous manner. This is irrespective of your ethnic origin, religious beliefs, personal attributes or the nature of your health problems.
1. Staff identification: We believe it is important when dealing with patients that all members of staff clearly identify themselves. When dealing with telephone calls, practice members will always give their names when asked, or if they believe the patient will have to contact the surgery again regarding the same matter.
2. Waiting: Waiting times at the reception desk will be kept to a minimum. On arrival at the surgery patients will be informed of any delay to their booked appointment time. If a surgery is running more than half an hour late, the reception staff will notify all patients waiting to see the doctor or nurse in question.
3. Languages: We can offer an interpreting service if required. Please notify the surgery in advance if you believe a member of your family requires an interpreter. For the most commonly used languages (such as French, German, Italian) the surgery requires 48 hours' notice. However, for some less frequently used languages a longer period of notice may be needed.
4. Information: We will give full information about the services we offer. Every effort will be made to give you all the details which directly affect your health and care. It is our job to give you advice and
treatment. In the interest of your health it is important for you to understand all the information you are being given. Please ask us questions if you are unsure of anything.
5. Feedback: We perform regular patient surveys, audits and encourage feedback from patients on all aspects of the practice. When changes need to be made we aim to implement them quickly and effectively, and keep you fully informed.
6. Privacy: Patients' privacy will be respected at all times; all medical records are confidential and will not be passed to any outside body without prior consultation with the patient. You have the right to see your health records, subject to any limitations in the law and at the GP's discretion.
Please note: We have a room next to the reception desk for confidential/sensitive conversations between patients and reception staff.
7. Advice: Advice and suggestions for treatment should be valued and respected, although you have the right to reject the advice or ask for a second opinion if you so wish. 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.
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