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CODE
OF CONDUCT
GPs and
Staff Towards Patients
We will provide access to appointments and ensure emergencies can always be accommodated.
We will ensure the patient receives any assistance necessary during their appointment
eg services of an interpreter (please try to give adequate notice).
We will advise the patient at the time of checking in of any delay in their appointment.
We will always treat the patient in a friendly, unhurried and respectful way.
We will provide a comfortable, safe environment in the surgery.
We will explain to the patient if a practice policy is preventing agreement to
a request.
We will appreciate the patient's need for confidentiality, both face to face and
over the telephone.
We will be prepared to explain, slowly and carefully, any instructions given by
a member of staff.
As a very last resort we do have the right to remove patients from our list. We
will, however, not do so (except in the case of threatening behaviour) without
explaining the reasons for removal and giving due consideration to the process.
Patients Towards GPs And Staff
Whenever you attend the surgery, please check in with reception staff.
At the time of booking your appointment, please inform the reception staff of
any special needs, eg need for an interpreter.
At the time of booking your appointment, please indicate to the receptionist if
you need an extra long session with your GP.
You will always be seen by a GP on the day you request an appointment if your
need is medically urgent.
Reception is a very busy area - please be as patient and as understanding as possible.
If you are not called for your appointment within 15 minutes of your appointment
time, tell the receptionist.
If you are feeling increasingly unwell, please tell the receptionist. They can
only help if they know.
If you cannot attend a booked appointment - or no longer need it - please notify
the surgery in order to avoid wasting valuable appointment time.
The receptionists are following their employers' (the GPs) instructions. If you
are unhappy with a particular service they are providing, please ask to speak to the practice
manager.
If you are not clear on the instructions you have been given by the GP or another
staff member, please ask for clarification before leaving the surgery.
Respect other patients' need for a calm atmosphere in the waiting room and try
to keep your children under control.
Always give 48 hours' notice of repeat medication requests.
The out-of-hours service is for emergencies only. It is not an extension of your
GP's surgery hours.
If there appears to be a problem between the practice and a patient, we will invite
you in to talk about this.
If you have a problem or concern, or would just like to chat about the service
provided by your practice, ask to speak to the practice manager. She will be pleased
to make an appointment to see you.
Patients are reminded that physical threats/abuse, verbal abuse or racial abuse are unacceptable and will generally result in immediate removal from the GP's list.
Comments
and Suggestions
We are very happy to receive suggestions and would be grateful if you could let
us have them in writing.
Patient Participation Group
This practice has an active patient participation group which meets on a regular basis.
We have suggestion boxes in the waiting rooms to enable you to inform us of any comments or concerns you may have regarding the practice. Someone from the patient participation group will empty the boxes on a regular basis and discuss any issues that may arise at their meetings. If you would like to become a member or attend a meeting please let reception know.
Look at the notice board for latest information.
Complaints Procedure
We always try to provide the best services possible, but there may be times when
you feel this has not happened. The practice adheres to a practice-based complaints
procedure and you should contact the practice manager, either in person or in
writing, if there is an issue you wish to discuss.
Confidentiality
We ask you for personal information so that you can receive appropriate care and
treatment. This information is recorded on computer and we are registered under
the Data Protection Act 1998. The practice will ensure that patient confidentiality
is maintained at all times by all members of the practice team. However, for the
effective functioning of a multi-disciplinary team it is sometimes necessary that
medical information about you is shared between members of the team.
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