The Practice Patient Charter
The Patient Charter sets out rights and standards which you should expect from the National Health Service. Many of these are long established rights, but there are also some new standards which the Government has asked
Health Authorities to achieve. We are working with your local Health Authority and Family Health Services Authority to ensure that the health care which you receive complies with the National Standards in the Patient
Charter. This practice is responsible for providing you with high quality medical care, within the surgery, at home if appropriate, or by referral to hospital or community services. As a practice providing National Health
Service we will also work towards fulfilling the National Patient Charter.
We Will:
- Provide emergency care to people within our practice area.
- Refer you to a consultant if we feel it is in your best interest. If you ask for a second opinion it will be arranged if we feel it is in your best interests.
- Be prepared to give an explanation of any proposed treatment.
- Give you access to your health records written after 1st November 1991, if appropriate.
- Ensure that our staff maintain strict confidentiality of those records.
- Ask you beforehand whether or not you object to the presence of any student undergoing training in the practice at a consultation.
- Respect your cultural and religious beliefs and your right to privacy and dignity.
- Be sure you know who you are dealing with.
- Treat you with courtesy and respect. We in turn expect the same from our patients.
Seeing The Doctor
If you wish to see a GP urgently you can expect a consultation within 24 hours.
Non-urgent cases (excluding follow-up appointments) can expect a consultation within three working days. We run an appointment system and you can generally expect to be seen within 30 minutes of your appointment time
(except during emergency surgeries). If, for any reason, you cannot be seen within this time, an explanation will be given for the delay.
Visits
You are entitled to ask for a visit if you are at your registered address or at an address within the practice area. Your doctor will decide whether a visit is appropriate on clinical grounds.
Repeat Prescriptions
If you are receiving repeat prescriptions you can expect your medicine to be reviewed regularly.
Out Of Hours
If you require medical attention out of normal hours please telephone 0161 929 1515 and you will be given information to enable you to contact a doctor./p>
Suggestions And Complaints
All suggestions and complaints from patients will be dealt with seriously and discussed fully by the GP. We operate a practice complaints procedure. We will always try to resolve any complaint you might have about a
doctor, any member of staff or the services provided by us. In the first instance please contact our practice manager. If you remain dissatisfied you may write to The Healthcare Commission, Finsbury Tower, 103-105 Bunhil
Row, London EC1Y 8TG.
Patient Advice And Liaison Service (PALS)
The Trafford PALS service focuses on improving the service to NHS patients, their families and friends. The service aims to:
- Advise and support patients, families and carers
- Provide information on NHS services
- Listen to concerns, suggestions or queries
- Help sort out problems quickly on patients' or relatives' behalf.
This NHS service is confidential and can be contacted on 0161 746 2019.
Improving Standards
We are continually reviewing our procedures and trying to improve that standard of care delivered to our paients. You can also play your part in helping us to provide an efficient service to you by:-
- Advising us in good time if you are unable to keep your appointment.
- Giving the doctor all relevant information.
- Letting us know when you move address. We need to keep our records up to date and we may still be able to provide you with a service if you remain in our practice area.
- Keeping your medical card in a safe place.
- Calling out the doctor (out of hours) only in an emergency and not for routine treatment or advice.
- By remembering, if you need a routine visit, to make your request before 10.30am.
You can help by letting us know when our standards have not met your expectations. Please advise one of our reception team who will ensure that details of the event are logged and passed to the practice manager.
Help Us To Help You
Please help us to keep the system working by not abusing the services we offer. Our receptionists are fully trained and try to do a difficult job as well as possible. Do please remember, that if you are kept waiting or
seem to be asked one or two irritating questions, it is because they are carrying out procedures intended to help the practice run smoothly. They need to established the urgency of your request, so try to give them the
necessary information.
Access To Medical Records
Copies of your own personal computerised medical records are available on request. To ensure that the information is translated correctly, we insist that a healthcare professional is available to assist. An appointment
is required to do this. Please note a charge is made for this service.
Freedom Of Information - Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A publication scheme is a guide to the 'classes' of information the practice intends to routinely make available. This scheme is
available from reception.
Zero Tolerance
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from
the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.
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