Practice Policies

Rights and responsibilities

All of our patients have the right to be treated courteously and with the greatest of care. It is our hope that everyone will receive the best care that we are able to provide – regardless of who you are.
In exchange for this we ask that all our staff should also be treated with courtesy and that the needs of other patients are also respected.

We particularly ask that if you are unable to attend an appointment you should let us know as soon as possible – so that the appointment can be made available to others.

Complaints

If you have any cause for concern or a complaint, please do not hesitate to let us know – it is only by listening to your worries that we can learn of any need to change the services we provide. Any of our staff would be happy to listen to your concerns but if you feel you wish to make a more formal complaint you should write to, or make an appointment to see, Mrs Alison Stimpson our Practice Manager.

‘Problem Patients’

We have on rare occasions had to deal with patients who have been violent and abusive towards doctors or other staff or who have repeatedly been unreasonably demanding to the detriment of others.

In these circumstances the practice reserves the right to take further action. This may include the involvement of the police in cases of violence or the removal of patients from the practice list.

Sometimes patients repeatedly miss appointments. In this situation the practice reserves the right to restrict access to the doctor and the appointment based surgeries – thus minimising the inconvenience to others and avoiding wastage of the doctors’ or nurse’s time. It will remain possible to attend the open morning surgeries but if access is then needed at other times this would need to be in discussion with the doctor on duty.

Access to information

The practice complies with national guidelines regarding your rights to access information. Should you have any queries or questions please do not hesitate to get in touch with our Practice Manager.

Access to patient information is restricted to health professionals working at the surgery – and, in a more restricted sense, to receptionists and clerical staff employed at the practice.