ALBION STREET SURGERY CHARTER
These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.
Our responsibilities to you:
We are committed to giving you the best possible service.
Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors or nurses names are indicated on their surgery rooms.
Waiting time: We run an appointment system in this practice, the normal appointment time is 10 minutes. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than thirty minutes in the waiting room without receiving an explanation for the delay.
Access: You will have access to a doctor rapidly in case of emergency, within half a working day in cases of urgency and otherwise within two working days. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
Telephone: We will try to answer the phone promptly and to ensure that there is sufficient staff available to do this. You should be able to speak to a doctor by telephone. A doctor may not be able to speak with you immediately if they are in surgery, however they will return your call as soon as possible.
Test Results: If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results.
Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
Health Promotion: The practice will offer patients advice and information on:
- Steps they can take to promote good health and avoid illness.
- Self-help which can be undertaken without reference to a doctor in the case of minor ailments.
Health Records: You have the right to see your health records,
Your responsibilities to us:
1. Help us to help you.
2. Please let us know if you change your name, address or telephone number.
3. Please do everything you can to keep your appointments. Tell us as soon as possible if you are unable to do so. Otherwise, other patients may have to wait longer.
4. We need help too. Please ask for home visits by doctor only when the person is too ill or infirm to visit the surgery.
5. Please keep your phone call brief and avoid calling during peak morning time for non-urgent matters.
6. Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
7. We ask that you treat the doctors and practice staff with courtesy and respect.
8. Please read our practice leaflet. This will help you get the best out of the service we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
9. Remember, you are responsible for your health and the health of your children. We will give you our professional help and advice. Please act upon it.
10. Please ask if you wish to see your doctor.