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Practice Charter
Standards
These are the local standards set
within this practice for the benefit of our patients. It is our job to give you
treatment and advice. Following discussion with you, you will receive the most
appropriate care, given by suitably qualified people. No care or treatment will
be given without your informed consent. In the interest of your health it is important
for you to understand all the information given to you. Please ask us questions
if you are unsure of anything.
Our Responsibilities
To You
We are committed to giving you the
best possible service.
Names
People involved in your care will
give you their names and ensure that you know how to contact them. The surgery
should be well signposted and the doctors' or nurses' names are indicated on their
surgery rooms.
Waiting Time
We run an appointment system in this
practice. You will be given a time at which the doctor or nurse hopes to see you.
You should not wait more than thirty minutes in the waiting room without receiving
an explanation for the delay.
Telephone
We will try to answer the telephone
promptly and to ensure that there are sufficient staff available to do this. You
should be able to speak to a doctor by telephone.
Test Results
If you have undergone tests or x-rays
ordered by the practice, the results can be obtained by phoning the surgery after 2.00pm. In the event of any significant abnormality you will be notified
by the surgery.
Respect
Patients will be treated as individuals
and partners in their healthcare, irrespective of their ethnic origin or religious
beliefs.
Information
We will give you full information
about the services we offer. Every effort will be made to ensure that you receive
that information which directly affects your health and the care being offered.
In
our waiting room we have a full range of leaflets on health issues.
Health Promotion
The practice will offer patients
advice and information on:
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Steps they can take to promote good health and avoid illness. Self-help
which can be undertaken without reference to a doctor in the case of minor ailments.
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Health
Records
You have the right to see your health
records, subject to limitations in the law. These will be kept confidential at
all times.
Your
Responsibilities To Us
Help Us To Help
You
Please let us know if you change
your name, address or telephone number.
Please do everything you can to keep
appointments. Tell us as soon as possible if you cannot. Otherwise, other patients
may have to wait longer.
We Need Help
Too
Please ask for home visits by the
doctor only when the person is too ill to visit the surgery.
Please keep your telephone calls
brief and avoid calling during peak morning time for non-urgent matters.
Test results take time to reach us,
so please do not ring before you have been asked to do so. Enquiries about
tests ordered by the hospital should be directed to the hospital, not the practice.
We ask that you treat the doctors
and practice staff with courtesy and respect.
Please read our practice publication.
This will help you get the best out of the services we offer. It is important
that you understand the information given to you.
Please ask us questions if you are
unsure of anything.
Remember, you are responsible for
your own health and the health of your children. We will give our professional
help and advice. Please act upon it. Please ask if you wish to see your doctor.
Comments
And Suggestions
Please remember that we are trying
to provide a service and are always ready to receive suggestions and comments
that would enable us to improve our service to you. Please feel free to contact
our practice manager at any time.
Zero Tolerance
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.
Complaints Procedure
We always try to provide the best
services possible but there may be times when you feel this has not happened.
The following information explains our in-house complaints procedure, drawn up
to respond to patients' grievances. Our practice procedure is not able to deal
with questions of legal liability or compensation. We hope you will use it to
allow us to look into and, if necessary, correct any problems that you have identified,
or mistakes that have been made. If you use this procedure it will not affect
your right to complain to the Primary Care Agency .
Please note that we have to respect
our duty of confidentiality to patients and a patient's consent will be necessary
if a complaint is not made by the patient in person. If you wish to make a complaint
please telephone or write to our practice manager. Full details will be taken
and a decision made on how best to undertake the investigation.
We believe it is important to deal
with complaints swiftly, so you will be offered an appointment for a meeting to
discuss the details within seven days. Occasionally it may take longer but we
will keep you informed throughout. You may bring a friend or relative with you
to the meeting. We will try to address your concerns, provide you with an explanation
and discuss any action that may be needed.
Freedom Of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.
Weekend
And Night Cover
We all participate in a co-operative
service for night visits. This is called Thamesdoc and if you contact the surgery
on 01483 772760 an answerphone will give you the correct number to enable you
to contact them.
NHS Direct
NHS Direct is a 24 hour a day advice
line. You can contact them on 0845 4647 for confidential, professional advice.
Walk-in Centre
The NHS Walk-in Centre is open from
7.00am-10.00pm, Monday to Friday and 9.00am-10.00pm Saturday, Sunday and Bank
Holidays. Tel No. 01483 776080. The centre is based at Woking Community Hospital,
Heathside Road. Please note that they do not see casualties of road traffic accidents,
pregnant ladies or children under two years of age.
NHS Emergency Dental
Service
This service is available at Woking
Community Hospital on Saturday, Sunday and Bank Holidays between 9.00-10.30am
and 5.00-6.00pm Monday to Thursday evenings, tel 01483 721546 or Frimley Park
Hospital Monday to Friday 6.30am-8.00pm; Saturday, Sunday and Bank Holidays 9.00-10.30am.
This service is for patients who are not registered with a dentist. Registered
patients should contact the dentist with whom they are registered and obtain the
out-of-hours number.
Pharmacist
Your local pharmacist is available
to give advice on minor ailments.
Accident and Emergency
Centre
The nearest Accident & Emergency
Centre is located at St Peter’s Hospital, Guildford Road, Chertsey - 01932
872000.
Alternatively, there are departments located at the Royal Surrey County
Hospital, Egerton Road, Guildford, Surrey (01483 571122) and Frimley Park Hospital,
Portsmouth Road, Frimley, Camberley, Surrey (01276 604604).
Disabled
Access
Both
Sunny Meed Surgery and Goldsworth Park Health Centre are accessible by patients who are disabled. The Goldsworth
Park Health Centre should be accessed through the front door; Sunny Meed, however,
should be accessed through the car park door at the rear of the building where
there is a ramp. Both surgeries have a disabled patients WC.
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