Practice Charter

We are committed to providing the best possible service we can in partnership with our patients.

As a patient you are entitled to:

• Be treated with courtesy and respect.
• Absolute confidentiality.
• Be seen on time if possible. (If there is a delay of more than an hour, you will be told by the receptionist.)
• Be seen the same day should you have a medically urgent condition. (If you are too ill to attend the surgery you will receive a home visit as appropriate.)
• Be offered a health check on joining the practice.
• See your confidential health records subject to any limitations in law.
• Be given the most appropriate care or treatment, by suitably qualified people, after discussion with you.
• Expect medical cover outside of surgery hours if there is an urgent medical need.
• Be offered appropriate advice on exercise, diet and immunisation and information on steps you can take to lead a healthy life and avoid illness.
• Be retained on the practice list subject to you accepting your own responsibilities towards the practice and other patients.

Help Us To Help You

Doctor/Patient - A Two-Way Relationship

Your co-operation will help us to help you.

• Please arrive on time for your appointment.
• If you are unable to keep your appointment, please inform the practice in advance. The appointment could be offered to another patient. Failed appointments cost the practice time and money.
• If you have been offered an urgent appointment, please note the doctor will only be able to deal with the urgent problem. You will have been added to an already busy clinic: your co-operation will be appreciated.
• An average doctor's appointment per patient lasts 10 minutes, within which time it is difficult to deal with more than one unrelated problem. Therefore prioritise your problems to the most important one first; the time it takes to discuss this problem will be dependent on whether you are asked to make another appointment. Alternatively, request a double appointment.
• Appointments are given for the named person only. Please do not ask for another member of the family to be seen as well during the same consultation. This is very inconvenient and delays the doctor.
• For ease of consultation please be brief, to the point and accurate with dates. If it helps make a short note of your problems in case you forget something important.
• Do not hesitate to ask the doctor to repeat the explanation or the instructions given to you should you not understand them the first time around.
• The doctors, nurses and the practice staff are obliged to treat patients courteously and professionally. We expect the same understanding from you.
• Bad behaviour and manners distracts from good practice and achieves little. Violent behaviour will not be tolerated and will result in the patient being removed from the practice list and asked to register with an alternative practice.
• Do treat your doctor's rooms and premises with respect, as you would your own property. This is where we spend the major part of our working lives and it is important that we feel comfortable within it. It is inadvisable to bring crisps, sweets and drinks into the premises, particularly the consulting rooms, for hygiene reasons.
• Please inform us of any change of address or telephone number, as we may need to contact you urgently.
• Do not hesitate to bring to our attention any inconvenience or problem you may have encountered in the course of contact with the surgery.

Confidentiality

All information about our patients, whatever their age, including computer data, is treated as strictly confidential. For this reason we are not able to give you information about friends and relatives without their permission. We are registered under the Data Protection Act.

Suggestions & Complaints

We try to give all our patients the best care and attention. If you have any suggestions to improve the service, please place these in the suggestion box in the reception area. Should you have the need to complain or are unhappy with the service you receive, we have an in-house complaints procedure. Complaints should be made in writing to the practice manager.

If you remain dissatisfied with the response to your complaint, you have the right to ask the Healthcare Commission to review your case. This should be done within two months of receipt of the practice's response. The Healthcare Commission is an independent body established to promote improvements in healthcare services through the assessment of the performance of those who provide such services. You can contact the Healthcare Commission on 0845 601 3012 or write to them at:

Healthcare Commission
Freepost NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ

Non-Discriminatory Policy

The practice abides by an equal opportunities policy for patients. The aim of this policy is to ensure that no patient receives less favourable treatment on the grounds of sex, race, colour, nationality, or ethnic or national origin, or disability.

The practice will do its utmost to ensure that all patients are treated fairly and the practice environment is free from discrimination and harassment.

We can access the following services although prior arrangement may be necessary.

• Interpretation and translation services.
• Signing language

Protection And Use Of Patient Information

Patients' records are safe with us. We ask for information about patients so that they may receive the best possible care and treatment. We keep this information, together with details of the care provided, to ensure that the doctor or nurse has accurate and up-to-date information. For further information please refer to the leaflets held in reception entitled "Your health record. Protecting your information".

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.

Self Treatment Of Common Illnesses And Accidents

Many common aches and pains can be simply treated at home without the need to consult a doctor.

Back Pain

Back pain causes 13 million working days to be lost in Britain each year. The spine is made of 24 fragile bones and associated cartilage and tendons supports the whole weight of the upper body and, therefore, it is understandable that it sometimes goes wrong. Because of the complex nature of the spine it is advisable to consult you doctor if back pain persists for more than a few days. If, as is usual, the pain has been caused by abuse ie lifting too heavy weights etc, be sensible and take things easy. Take care to sit as upright as possible with a support for the small of the back.
Take aspirin or paracetamol which will not only relieve the pain but will help to relieve inflammation. Your doctor may well prescribe stronger drugs, heat treatment, gentle exercise or some kind of supportive corset.

Burns

Apply large quantities of cold water to the affected area as soon as possible and maintain this until the pain subsides. This may take as long as 15 minutes! If the skin is unbroken but blistered, apply a loose dry dressing. If the burn is larger than four or five inches in diameter or if the skin is broken, consult your doctor as soon as possible.

Colds

Even in this day and age there is still no magic cure for the common cold. Go to bed, take plenty of drinks. If you have a headache or are feverish, take aspirin or paracetamol. Do not bother to take any antibiotics you may have in the house - these will have no effect!

Diarrhoea

In adults, diarrhoea is usually caused by a viral infection and is therefore unable to be treated directly. The symptoms can usually be eased by the traditional kaolin and morphine mixture or by medicines containing codeine. Holiday diarrhoea is often due to bacteria. Again, kaolin and morphine can be taken. In both the above cases, consult your doctor if the symptoms persist for more than a few days. Diarrhoea in very young children and babies needs careful attention. Most babies have loose bowel action during their first six months due to their predominantly liquid diet. Sudden bouts of unusually watery diarrhoea should be treated by taking the baby off solids and feeding it a cooled solution of boiled water with a teaspoon of sugar and half a teaspoon of salt to the pint. If the symptoms persist for more than 24 hours or are accompanied by vomiting or weakness, consult your doctor.

Gastroenteritis

Gastroenteritis describes a group of diseases affecting the stomach or part of the intestine. Symptoms are often diarrhoea, sickness and stomachache. Because the lining of the stomach is likely to be inflamed, medicines are often immediately vomited up. Large quantities of water, orange juice or thin soup should be taken to counter the effects of dehydration. Consult your doctor if symptoms persist for more than a day or, in the case of babies or young children, six hours.

Stomachache

Most attacks are not serious and are usually caused by indigestion or wind. A hot water bottle will often relieve the symptoms and, in the case of indigestion, a teaspoon of bicarbonate of soda in half a glass or water will help. If the pain lasts for longer than eight hours or increases in intensity you should consult your doctor.

Sprains

Firstly apply a cold compress, containing ice if possible, for 15 to 30 minutes to reduce the swelling. Apply, firmly, a crepe bandage and give the sprain plenty of rest until all discomfort has subsided. Further strain will inevitably lead to further swelling and a longer recovery period.

The Family Medicine Chest

Here is a list of useful medicines and dressings with a description of their uses. All are quite cheap and worth stocking at home in readiness for minor illnesses.

Keep them in a box or cupboard with a lock - or store them well out of the reach of children.

Remember that your local chemist can give you advice about medicines.