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Patient Charter

Our Responsibility to you:

We will strive to:

  • Offer you a consultation for a routine appointment with a clinician within two working days.
  • Offer you a same day/emergency appointment with a clinician if medical circumstances require it.
  • Provide house visits by a clinician to housebound or seriously ill patients.
  • Treat you with respect and courtesy at all times
  • Ensure your privacy, confidentiality and dignity is respected.
  • Ensure you receive clear understandable information about your treatment and care.
  • To allow you to ask questions if you are unsure.
  • Inform you the name of the person treating you and their professional capacity.
  • Ensure that all prescription requests will be available within 2 working days.
  • Continue to invest in on-going staff training and practice development.

The practice has a ‘zero tolerance’ policy towards violent or aggressive patients. In the rare event of a patient or staff member being placed in a vulnerable position we may call the Police and we may ask the Health Board to remove such patients from our list. There is a special GP Practice within the City to which violent/aggressive patients will be referred.

Your Responsibility to us:

  • Please do everything you can to keep appointments. Tell us as soon as possible if you require to cancel an appointment so that alternative arrangements can be made. 
  • We ask that you treat the Doctors and staff with courtesy and respect.
  • Be considerate to other patients in the waiting room and front desk area.
  • Please keep your phone calls brief and avoid calling during the peak morning time of 9.00 – 10.00 am for non urgent matters.
  • Remember you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.
  • It is your responsibility to provide full information about past or present illness and other health matters which will aid treatment.
  • To follow treatment plans recommended.
  • If you desire you can be accompanied by a friend or relative during consultation or examination.
  • You have the right to refuse treatment - the consequences of refusing treatment will be made clear to you. The patient is responsible for the consequences of refusing treatment or not following professional advice.
  • Patients are asked to have a realistic expectation of the service. Whilst the practice aims to provide the best possible service we do have limited resources.


 
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