We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.
The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.
Our responsibility to you:
- You will be greeted courteously
- You have a right to confidentiality
- We will not disclose any information without your written consent
- You have the right to see your medical records subject to the limitations of the law
- You will be seen the same day if your problem is urgent
- You will see a doctor of your choice whenever possible
- You will be informed if there will be a delay of more than 20 minutes for your appointment
- You will be referred to a consultant when a doctor thinks it necessary
- You will be given the result of any test or investigation on request or at your next appointment
- Your repeat prescription will be ready for collection within 48 hours of your request
- Your suggestions and comments about the services offered will be considered sympathetically and any compliant dealt with quickly
- Should we be unable to resolve the problem we will advise you on other agencies to assist you further
- We wish to make the Merstow Green Medical Practice as accessible as possible. If you have hearing, visual or physical difficulties, please let the Patient Liaison Team on the Receptionist desk know so that we can enable you to fully use our services.
Your responsibility to us:
- Please treat all Practice staff with respect. Violent or abusive behaviour may result in removal from our list
- Attendance if required at our Chronic Disease management Clinic (ie Asthma, COPD, Diabetes, Hypertension)
- Attendance for immunisations (influenza vaccination if appropriate)
- Attendance for cervical smear test (if appropriate)
- Do not ask for information about anyone other than yourself unless you have documented authority on the person’s medical record
- Tell us of any changes of name, address or contact telephone numbers so that our records are accurate
- Only request an urgent appointment if appropriate
- Home visits should only be requested if you are really too ill to attend the practice, and night visits should be for emergencies only
- Please cancel your appointments in good time if you are unable to attend
- Please be punctual but be prepared to wait if your own consultation is delayed by an unexpected emergency
- Please allow sufficient time for your consultation’s letter or the results of any tests to reach us. You will be advised of the usual length of time to wait
- Please attend for review of your repeat medicines when asked, before your next prescription is due
- Do let us know whenever you feel we have not met our responsibilities to you.
We would, of course, be pleased to hear when you feel praise is due as well.