Chester Road Surgery

Practice Charter

Our Service To You

• You will be treated with courtesy and respect.
  
• The doctor will assess emergency matters.
  
• You will be treated as an active participant in the care you receive. Your doctor will discuss your condition with you and explain the reason for any treatment.
  
• We will explain the purpose of any drugs prescribed for you and any likely side effects.
  
• If we believe you need to see a specialist we will discuss this with you.
  
• We will arrange a second opinion as appropriate.
  
• We will visit you at home if the doctor decides that you are too ill to come to the surgery.
  
• We will try to see you within 30 minutes of your appointment time and you will be offered an explanation if we cannot do this.
  
• Whenever possible we will give 24 hours' notice of any surgery or clinic cancellation.
  
• We will review your repeat medication at least once a year.
  
• We will maintain appropriate and accurate medical records.

How You Can Help Us

• Please be on time for your appointment.
  
• Let us know if you need to cancel.
  
• Please do not request a home visit unless absolutely necessary for medical reasons. Please contact the surgery before 10.00am.
  
• Repeat prescriptions need to be ordered on time.
  
• Tests results are available between 2.00 - 3.00pm. Please do not telephone at any other time unless absolutely necessary.
  
• Treat the doctors, nurses and practice staff with courtesy and respect.
  
• Advise us of any change of name, address or phone number etc.

Freedom Of Information Act - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme as a guide to the 'classes' of information the practice intends to routinely make available.

The scheme is available on request from the practice manager.

Violent And Abusive Patients

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive they will be warned to stop such behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

Please remember our practice staff are here to help you. If you feel that you have been treated unfairly or inappropriately, please ask the reception staff to contact the practice manager who will be happy to address your concerns. However, please remember shouting and swearing at practice staff will not be tolerated under any circumstances.

Complaints

Chester Road surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable - your GP, our practice manager or our reception staff will be happy to help. In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the practice manager, who will ensure that your complaint is investigated thoroughly and as speedily as possible. We aim to report back to you within two weeks, although, in some cases, more time may be required.

This procedure does not affect your right to make a formal complaint to the Primary Care Trust.

The Patient Advice and Liaison Service (PALS) focuses on improving the NHS service to patients. You can contact them on 0161 873 9577. They offer a totally confidential service and they will be able to listen to your concerns and advise you.

Patient Confidentiality And Data Protection

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

On occasions the practice may be asked to collect and submit unidentifiable patient information to the NHS to help improve standards in patient quality care. Further information can be obtained from the practice manager.

Under the Data Protection Act 1998 you are entitled to access your clinical records or any other personal information held about you and you can contact the practice manager or Dr Mene to do this.