 PATIENTS CHARTER FOR FAMILY DOCTOR SERVICES AT BENTLEY VILLAGE SURGERY
This practice is dedicated to achieving and maintaining a quality health service designed to meet the needs of our patients. A Practice Leaflet
giving you details of the services we offer is available at the reception.
OUR ASSURANCE TO YOU |
| 1. |
The telephone will always be answered promptly. |
| 2. |
You will always be greeted in a friendly and welcoming manner. |
| 3. |
Patients will be treated with courtesy and confidentiality at all times. |
| 4. |
We will try to meet your requests for appointments at times convenient to you. We do not expect our patients to wait longer then
two days for a non-urgent appointment unless you wish to be seen by a particular doctor. |
| 5. |
You will be offered a same day emergency appointment if you need to see the doctor very urgently. |
| 6. |
Infants can always be seen at short notice or in the current or next surgery. |
| 7. |
You will usually be seen on time, you will be given an apology and informed if there is likely to be a delay. |
| 8. |
The doctors will give you information and answer question about your own health in particular:
- any illness and its treatment
- alternative forms of treatment
- possible side effects
- likelihood of recovery
- how to prevent or avoid recurrence of illness
|
| 9. |
You may request to see your health records subject to the limitations of the
law (Data Protection Act 1990). |
| 10. |
Home visits are generally made between the end of morning surgery and the start of evening surgery; however, if you feel it is an
emergency and an immediate visit is required please inform the person who takes your call. |
| 11. |
Repeat prescriptions will be ready for collection 2 working days from our receipt of the request. |
| 12. |
We undertake to provide a comprehensive programme of Health Promotion and Education. Details of any current promotions and
accompanying literature will be displayed in the waiting room. |
|
HELP US TO HELP YOU
You can help us to provide an efficient service by: |
| 1. |
Keeping your appointment with us or giving adequate notice if you wish to cancel or postpone an appointment. |
| 2. |
Requesting adequate time for the consultation. Appointments are usually made for 10 minutes, if you would like longer please tell the
receptionist. |
| 3. |
Trying to attend the surgery whenever possible, home visits take up much more of the doctor's time and should be requested only if you
are not well enough to attend the surgery. |
| 4. |
Making it quite clear to the receptionist if you need an immediate home visit (i.e. a life threatening/emergency situation). |
| 5. |
Not telephoning for repeat prescriptions, please post or drop in a written request 48 hours before the medicines are needed. |
| 6. |
Telephoning us only with urgent problems once the surgery has closed. |
| 7. |
Informing us if you have changed your address or telephone number. |
|
If you feel that any of the quality commitments outlined in this leaflet are not being met we would like to know about it. Please contact the
Practice Manager in writing or on the telephone.
See also - General Practitioner's
Publication Scheme |