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As a practice team, we are committed to giving you the best service that we can. This can be achieved most effectively by your working together with us in partnership.
We constantly review the way we work to improve the service and make best use of our limited resources.
We offer a flexible range of appointments to suit the needs of our population, which should enable you to get advice or see an appropriate clinician within 48 hours.
We provide rapid access for genuine medical emergencies.
We will aim to: |
You should aim to: |
| Listen to you and treat you individually and with courtesy. |
Be polite and courteous to all members of the team and to other patients. |
| Be familiar with your ongoing health needs. |
See the same doctor whenever possible. |
| Direct you to the team member who will be most appropriate for your particular need. |
Give us sufficient information about your needs. |
| Start and run our clinics on time and keep you informed of significant delays whilst being responsive to urgent medical needs. |
Use your 10-minute appointment effectively by:
- arriving on time
- prioritising your problems
- asking beforehand if you think you will need a longer appointment
- bearing with us when urgent medical needs cause unforeseen delays. |
| Answer the phone as quickly as we are able. |
Call before 11.00am if you need an appointment that day or a home visit.
Avoid busy times, such as first thing in the mornings, for non-urgent queries.
Book in advance (up to four weeks) for routine appointments. |
| Process prescriptions within two working days and medical paperwork within five working days. |
Try to plan ahead.
Give us sufficient notice when you request your repeat prescription or paperwork. |
| Provide you with information about our services, your illness and how you can help yourself. |
Be partners with us in your own healthcare, ie:
- take responsibility for your own health
- live a healthy lifestyle
- use our resources appropriately
- listen to and try to follow the advice that we give. |
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In keeping with the NHS policy of ‘zero tolerance’, we will not accept verbal abuse, bullying, harassment or intimidation of any team member.
Patients whose behaviour we find threatening will be removed from the practice list.
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