Dr Ellis Rickwood

MB, ChB, MRCGP, DRCOG

Dr Mark Salisbury

MB, ChB, MRCGP, DRCOG, DFSRH

Dr Deborah Lawrence

MBBS, BSc, DFFP, DFSRH, DRCOG, MRCGP, PGCME

Dr Gillian Kitchen

MB, ChB MRCGP DRCOG DFFP

Dr Nick Bennett

MBBS MRCS(Ed) MRCGP

ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENTS’ REQUIREMENTS.

Practice Leaflet:

All new patients will be directed to our website to view our practice leaflet. A copy of this leaflet can be printed for any patient who cannot access our website.

Surgery Premises:

Our surgery building will be welcoming, easy for patients to find their way around, and appropriate to the needs of users, including those with accessibility needs.

Patients' rights to General Medical Services:

Patients have the rights to:

• be registered with a General Practitioner
• change doctor if desired
• be offered a health check on joining the practice
• receive urgent care at any time from the practice
• receive appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agree
• have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential

Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will endeavour to ensure that these are clearly explained, by means of individual leaflets, waiting room noticeboards, and sharing information on our website and social media, giving as much notice as practicable.

Referrals:

• Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
• We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.

Test Results:

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result.

Transfer of Medical Records:

The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.

Privacy and Confidentiality:

We will work with honesty, openness, and transparency.

We will ensure that your private information is kept confidential in line with GMC guidance, and we will always treat you with respect and courtesy.

Appointments:

With a Doctor:

The practice will always provide you with timely access to an appropriate clinical assessment, including same day access to clinical advice when this is required, and active signposting to other services when these are beneficial for your care. We will also provide appointments with a clinician that are bookable in advance, as well as evening and weekend appointments through shared local hub appointments.

For medically urgent requests, we will offer an appointment on the same day.

With a Practice Nurse:    

Routine nurse appointments can be booked up to 6 weeks in advance. Availability will depend on the type of appointment needed, as some procedures require longer appointments and can only be carried out by certain nurses.

If there is a delay in the appointment wait (when you arrive) of more than 20 minutes we will let you know.

We are happy to update you on any delay if you feel that you have been waiting too long.

Home Visits:

We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to home visit will be at the discretion of the doctor.

Waiting Times:

• We endeavour to start all surgeries on time.
• We expect patients to be seen within twenty minutes of their appointment time, and in the event of a delay we will offer an explanation.
• When a doctor is called away on an emergency, we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.

With these rights come responsibilities and for the patients this means:

 Courtesy to the staff at all times - remember they are working under doctors' orders. We operate a zero-tolerance policy where verbal and physical abuse will not be tolerated and will be dealt with appropriately.

• Responding in a positive way to questions asked by the reception staff.
• To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
• An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment must be made.
• Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
• When patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.