You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too. We will:
- Ensure our patients have 24-hour access to medical advice.
- Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
- Work in partnership with you to achieve the best medical care possible.
- Involve you and listen to your opinions and views in all aspects of your medical care.
- The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.
We would respectfully ask that you:
- Let us know if you intend to cancel an appointment or are running late.
- Treat staff with courtesy and respect.
- Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number.
- Please ensure that we have your correct telephone number, even if it's ex-directory.
Zero tolerance policy
This Practice considers aggressive behaviour to be any personal, abusive and aggressive comments, cursing and/or swearing, physical contact and aggressive gestures.
No abuse of staff is acceptable whether verbal or physical. All abuse will be reported to the Practice Director who will keep a log of all incidents.
All physical abuse of any of our staff by our patients is reported to the police. The patient will then be removed immediately from our list.
If the Police are not informed, the health authority will inform the patients of the need to register with a new Doctor.
Removal of patients from our list
In exceptional circumstances, a breakdown may occur between the practice and the patient.
If the breakdown is of such a serious nature, e.g. serious physical or verbal abuse to any member of the team, or if the doctor feels that the doctor/patient relationship has been compromised, then steps may be taken to have the patient removed from the doctor's list.
Where possible, conciliation will always be the preferred route. An initial warning outlining the unacceptable behaviour and giving notice of the consequnces of a repeat of such behaviour is normally given. If a patient is removed from the list thay are informed of the reason why and given advice on how to find another practice.