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Patients Charter

Tudor Practice Patients' Charter



Good General practice is based on good doctor and patient relationships requiring trust and mutual respect. It is important that this state of affairs should continue. We believe this is basic to good patient care.

Our principles are as follows:

We will treat you as an individual and with courtesy and respect at all times, irrespective of your ethnic origin, religious beliefs, or the nature of your health problems.

You will be provided with information about your own health. This may include:

Any illness and its treatment, alternative forms of treatment, possible side effects of treatment, duration and development of the illness, likelihood of recovery, how to prevent or avoid the illness recurring, any other information you request unless you express a wish to the contrary.

In consultations we will sign post you to appropriate leaflets and websites.

Full information will be available on the services, in the practice we offer, on our website and practice leaflet.

We aim to provide advice to prevent ill health wherever possible. For example, you should avoid smoking and if you drink you should do so sensibly and in moderation.

You can request routine vaccinations and immunisations for yourself and your children.

You should know the names of the doctors and other professional staff involved in your care. Please prompt us to inform you of these.

A doctor can see many more patients within surgery times than during home visits. It is therefore your responsibility to come to the surgery for appointments unless you are prevented by serious illness or infirmity making you housebound. When it is necessary to request a home visit please try and do so before 10.30am unless a genuine emergency arises later. We ask that you only request an emergency visit or an urgent appointment when you think it is truly necessary.

Confidentiality is paramount within the practice. This will only be broken if in consultation with a professional organisation such as the Medical Protection Society or Medical Defense Union if it is thought you are a danger to yourself or others.

Ongoing training of doctors is always necessary in general practice and this may sometimes take place during your consultation. We aim to always inform you and obtain consent. Your co-operation in allowing this to be carried out helps to achieve better standards of practice. You have a right to ask anyone present, other than your doctor, to leave during an examination.

We will endeavor to provide a chaperone for you at your request and will always acquiesce to your request to have another person present at your consultation. If we cannot provide a chaperone at the time we will delay the consultation with a new appointment that is mutually convenient.

Our reception staff are very busy and we would request that you use the self checking in screen when you book in for an appointment. If you need to telephone the surgery, we aim to answer in a timely fashion, however please keep your phone call brief and avoid calling during peak morning times for non-urgent matters. General enquiries should be made after 9.30a.m..  Appointments can be made on-line via our web site.

We will provide a consultation with the doctor or practice nurse within a timeframe appropriate for your medical condition.  Patients will be offered a consultation for urgent cases within 24 hours.  A doctor's time is limited and he/she has many patients to see.  Please try to be punctual and to remember that a consultation is for one person only and preferably for only one matter.  Please inform reception at the time of making your appointment if you are aware you will need a lengthy consultation.  Where an appointment has been made, you are responsible for keeping it or giving adequate notice to the practice that your wish to cancel, in order that the time may be made available to someone else.  If you have made an appointment to see the doctor, every effort will be made to keep to the appointment time.  There will be occasions when you may have an additional wait, for example, when the doctor is called to away to deal with an emergency.  Please enquire when there has been a delay at reception and you will be given an estimate of the additional waiting time.  During the course of any surgery there are some patients who need a longer consultation because of the nature of their illness.  Please try to be understanding about unavoidable delays.

You should receive the most appropriate care available, which will be given by suitably qualified staff at your surgery.  As well as doctors, we have an Advanced Nurse Practitioner who is very experienced in urgent care and other matters.

Prompt referrals to another doctor or health professional will be made when deemed appropriate by your doctor. Urgent referral letters will be ready for dispatch within 24 hours.  Non-urgent referral letters will take longer. Waiting lists to see specialists may be long.  It is your responsibility to inform the hospital if you cannot keep or no longer need an appointment with a specialist.  Following a hospital consultation, enquiries regarding that consultation or result tests should be made directly to the hospital.

Repeat medication only, should be requested outside of appointments. This will be provided in 48hours from the request except in exceptional circumstances. We can only provide this if requested in writing, giving the right side of the prescription or on-line. Housebound patients only can make telephone requests.  Please ensure that the instructions given by the doctor are followed and the whole course of medicine is taken.  Medicines are for the named patient, only.  It is offence to obtain prescriptions on another persons name to avoid paying prescription charges and any person doing so is liable to prosecution.

You can make suggestions or complain about the care and the services we offer without jeopardising your care. The Practice Team should be the first point of contact for suggestions and complaints.  It is helpful if it is made in writing so that we can respond appropriately.  Reception and the website have information about this.

You have the right to leave the practice list and register with another practice within the practice area.  This process will be quick and easy . Please note that if you move outside the practice area you will be asked to change your doctor.

The practice operates a policy of 'zero tolerance' towards violent, abusive or threatening behavior and any person behaving in this way can expect to be removed from the practice list.

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