Practice Charter PDF Print E-mail
Written by Administrator,  Tuesday, 25 March 2014   

PRACTICE CHARTER

It is our policy to treat all patients equally and with respect. We aim to give a caring and efficient service. To enable you to receive the best possible service there needs to be co-operation and understanding between us.

We expect from our patient 

  • To act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others
  • To treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence, verbal harassment or damages to our property will not be tolerated or accepted, you may be de- registered if this behaviour occurs and if necessary reported to the police
  • To follow a healthy lifestyle and thus minimising your health risks; you will be helping not only your doctor but also yourself
  • If you are unable to attend for an appointment please let us know so that we can offer it to someone else. You can contact us in person, by telephone, by email or you can cancel your appointment online
  • If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you
  • To book an urgent same-day appointment for an urgent medical problem. Please speak to the Receptionist if you require a sick note or repeat prescription
  • For problems that can wait to book an appointment in advance
  • To make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve
  • To book an appointment for only 1 problem at the time. If you have more problems please book more appointments.
  • To request a home visit only when you are unable to come to the surgery because of serious illness or infirmity
  • To requests your repeat prescription in plenty of time to avoid a last minute panic or even a gap in your treatment
  • To be patient if the Doctor is running late. Delays are due to unforeseeable emergencies or other patient related issues, but please do not hesitate to ask for an explanation from the Receptionist. Be assured that the Doctor is not solving crosswords in his room!    
  • To tell us any change of name, address or telephone number and to register your new baby as a patient, using the normal registration form
     

What you can expect from us 

  • You will be treated with courtesy and respect by all practice staff
  • An appointment for urgent medical cases will be available on the same day
  • An appointment in advance will be booked for a non-urgent medical problem
  • We aim to answer the telephone within 10-15 seconds
  • You can see your medical records subject to the limitations of the law
  • Your repeat prescription will be ready within 2 working days. You can order it in person, by telephone, fax, email or online
  • Your suggestions and comments will be considered sympathetically
  • Your complaint will be dealt with in a professional and efficient manner
  • You can be assured of confidentiality in all contacts with the doctors, nurses and staff
  • You will be referred to a consultant acceptable to you when your GP thinks it necessary and you can choose and book the hospital of your choice
  • You will be given a clear explanation of any treatment including the possible risks and alternatives
  • You will receive invitations to various screening programmes and given vaccinations which are offered within the NHS
  • You will receive advice about health, diet, exercise and smoking as well as alcohol, drug and solvent abuse as we encourage a healthy and responsible lifestyle
  • You can choose whether or not to take part in medical research
  • To have appropriate drugs and medicine prescribed
  • Let us know if you have any hearing, visual or physical difficulties so that we can help you and enable you to fully use our services as we wish to make our practice as accessible as possible.
 

Contact Us

Address: 

Wenlock Surgery 

 

40 Wenlock Street 

 

Luton 

 

LU2 0NN 

 

 

 

Tel:

Fax: 

 01582 343 347

0844 5769786 

E-mail: 

wenlock.surgery@nhs.net

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