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Practice Charter

Our practice charter leaflet sets out the standards and quality of service which we try to achieve for our patients. It also gives a guide to how you can help us. Copies of the charter are available in the waiting room or at reception, but the salient points are as follows:

HOW WE CAN HELP YOU:

You will be welcomed into the practice, and you can expect all members of staff to be wearing an ID badge. All members of staff will complete relevant mandatory training, and will have received the appropriate additional training for the position that they hold within the practice.

Receptionists will keep patients up-to-date when clinics are running late. If there is an unforeseen delay of 20 minutes of more, you will be informed and have the right to make an alternative appointment.

All new patients will have a new patient health check, to identify any potential medical problems and to offer timely interventions.

We will involve you in all discussions regarding your immediate and ongoing care and treatment plans.

We will assist you in obtaining help from other health professions when this is required, including timely referrals to other healthcare professionals/organisations. When a referral has been agreed with your clinician, you will be offered a choice of services/locations.

The practice will offer advice and seek to inform patients of steps they can take to promote good health and to avoid illness, e.g. smoking cessation, exercise, diet and immunisations. Trained members of staff will also provide advice regarding self-help which can be undertaken without a referral to a healthcare professional in the case of minor ailments.

Our clinicians and healthcare staff are here to give you treatment and advice; it is important that you understand the information that is given to you. If you are unsure about your treatment and/or care plan then please ask for more information.

We will keep the contents of your health records confidential and maintain your privacy at all times.

Repeat prescriptions will be ready within 48 hours or two working days.

We will keep patients informed with any relevant information/updates via our website. If you require information in an alternative form, please do not hesitate to contact us.

During any contact with the practice you will be treated with courtesy and respect regardless of your age, disability, gender, marital status, race, religion or belief, sex, sexual orientation, ethnicity, appearance or health needs.

We maintain our high standards within the practice by ensuring that all members of clinical/nursing staff undertake relevant and appropriate training, including continuing professional development.

The practice will offer advice and seek to inform patients of :

  • steps they can take to promote good health and to avoid illness, e.g. smoking, exercise, diet, immunisations.
  • Advice on self-help which can be undertaken without reference to a healthcare professional in the case of minor ailments.
  • Patients will be offered a choice of services when referral is deemed necessary.
  • The healthcare professionals are here to give you treatment and advice; it is important that you understand the information that is given to you. If you are unsure about your treatment please ask for more information.
  • We will keep the contents of your health records confidential and maintain your privacy.
  • Repeat prescriptions will be ready within 48 hours or two working days.
  • We will inform patients of services available along with practice information by means of the practice booklet, notice boards, leaflets, this website and the electronic patient information screens.
  • Treat you with courtesy and respect regardless of your age, sex, religion, ethnicity, appearance or health needs.
  • Maintain standards by ensuring that all doctors and staff undertake continuing education and training.
  • Any suggestions to improve services will be considered by the appropriate team members and a response given.
  • Complaints will be dealt with promptly and in accordance with NHS procedures.

HOW YOU CAN HELP US:

Patients have a responsibility to treat our practice staff with courtesy and respect.

It is important that we are able to keep in touch with you; please keep us updated of any changes to your name, address or telephone number.

Please let us know in good time if you are unable to attend your appointment so that it can be offered to another patient.

Please arrive on time for your appointment. If you are late for your appointment you may not be seen.

Please check in on your arrival, either at the reception desk or by using the self-check-in screens.
Make a separate appointment for each patient to be seen - please remember that it is one patient and one problem per one 10-minute appointment.

Only request a home visit if you are too ill to come to surgery. Home visits are time-consuming for our clinicians and should only be requested if the patient is unable to leave their home. Home visit requests should be made before 11.30am.

Order repeat medication requests in good time. Repeat prescriptions can be ordered up to one week in advance of when your medication is due. This allows the practice ample time to deal with your request. Please do not wait until you run out.

Please ensure that you attend the surgery for medication reviews and reviews of chronic conditions when requested to do so. This allows the GP and nursing staff to help you to effectively manage your condition. If you are unsure about your treatment/care or you don’t understand the advice given to you - please talk to us.

Please look at our website; it is an effective way of disseminating help, advice, support and information to our patients. It contains comprehensive information about the services we offer to patients and introduces our doctors, nurses, healthcare staff and administrative staff and describes their various roles and responsibilities. For easy, convenient access to our website, bookmark or place our website address www.grangemedicalcentre.co.uk in your 'favourites' folder today.

SAFEGUARDING

We all have a responsibility for the protection of vulnerable patients, both adults and children, and to report any concerns that we may have. If you have any concerns about a vulnerable adult or a child’s safety or well-being you should contact Social Care Direct on 0345 8503 503. This is a free and confidential telephone line open 24 hours a day. Members of the public can also make anonymous referrals. Social Care Direct will deal with your concerns and can offer advice/support on what to do.

The practice has robust policies in place for both Safeguarding Children and Safeguarding Vulnerable Adults. Training is mandatory in these areas for all staff.

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