It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.
The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.
Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.
If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.
Procedures which are generally regarded as being of a sensitive nature are:
- Cervical cytology
- Breast Examination
- Rectal Examination
We are committed to providing our patients with services that are of a consistently high quality. However, even in the best run Practices occasionally things to not go as smoothly as we would like.
We aim to acknowledge your complaint within 5 working days which offers the opportunity for a discussion either face to face or over the telephone. In most cases complaints should be completed within 6 months.
If you wish to make a complaint about the service received at the surgery, please email or arrange to make an appointment to see our Practice Manager.
In the event of anyone not wishing to complain to the Practice please raise your complaint to NHS England at:
By telephone: 03003 11 22 33
By email: firstname.lastname@example.org
By post: NHS England, PO Box 16738, Redditch, B97 9PT
The practice will provide within core hours, primary medical services required for the management of its registered patients and temporary residents, who are, or believe themselves to be, ill with conditions from which recovery is generally expected, terminally ill or suffering from chronic disease; delivered in the manner determined by the practice in discussion with the patient.
The practice will also provide primary medical services required within core hours for the immediately necessary treatment of any person requesting treatment owing to an accident or emergency at any place within its practice area.
The practice will include the provision of appropriate ongoing treatment and care to all registered patients and temporary residents, taking account of their specific needs including the provision of advice in connection with patients health, including relevant health promotion and the referral of other NHS services.
To improve the health and wellbeing of our patient population we are committed to provide a high quality standard of care within a safe environment.
All registered patients have the right to express a preference to receive services from a particular performer or class of performer, either generally or in relation to any particular condition; such preferences will be recorded by the practice.
The practice will endeavour to comply with any reasonable preference, but need not do so if the preferred performer has reasonable grounds for refusing to provide services to the patient or if the performer does not routinely perform the services in question within the practice.
- We aim to promote good health and encourage prevention of disease.
- Our aim is to treat all our patients with respect and therefore we expect our patients to treat all our Staff in the same manner.
- We will endeavour to maintain patients’ medical records up to date and will respect patients’ right of access to same.
- We offer Annual reviews on Medication, Asthma, Chronic Heart Disease (CHD), Diabetics, Mental Health and Learning disabilities.
- We offer clinics for ante/post-natal, child Immunisation, cervical smears, CHD, COPD, Diabetes, Asthmatic, Flu, travel advice including travel vaccinations.
- If any of our clinics need to be cancelled we will try wherever possible to give at least 24 hours notice.
- We will endeavour as a team to see you as close as possible to your allotted appointment time, however please bear in mind that there will be occasions when this is not possible.
How you can help us
- It is the patients’ responsibility to keep their appointments and to inform us as early as possible if unable to attend.
- Patients need to inform us of any past medical history, hospital admissions and any other details they feel relevant to be documented in their records.
- When making appointments please be aware that the doctors can only see one patient per consultation, if more than one patient i.e. family members needs to be seen a further appointment must be booked.
- Treatment facilities are better at the surgery please do not request a home visit unless it is absolutely necessary.
- Do not for any reason share your medication with anybody else. In doing so this could prove to be dangerous.
- Accident and Emergency (A & E) visits and Out of hours services should only take place when urgent medical attention is required. Out of hours services should not be used to gain a second opinion.
- If you should have any difficulties within the practice, the Operations Manager would appreciate if this is brought to her immediate attention.
All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.