All members of
the Pilning Primary Health Team are
dedicated to a quality policy to
promote the traditional values of a
Family-based General Practice. As a
team we aim to work in a way that is
compassionate, effective and
efficient. We will review these
standards and, where possible,
improve on them. Our charter also
states the co-operation needed from
you to help us to improve standards
further.
Reception
1. Patients have a right to be
welcomed and greeted courteously.
Appointments & Visits
2. Patients with urgent medical
conditions will be given priority
and will be seen as soon as
possible, even when this may cause
delay to booked appointments.
3. Doctors and Nurses will begin
surgery at the appropriate time; any
delay will be due to medical
necessity. Where there is a delay in
excess of 30 minutes, patients have
the right to be informed and to make
an alternative appointment.
4. We will see 95% of our patients
within 30 minutes of their booked
appointment where possible (not open
surgery).
5. We aim to offer you a non-urgent
appointment within three working
days of the request where possible.
6. You will receive any necessary
home visit on the day of your
request.
7. The practice provides a 24 hour
emergency service. Emergency
requests will be passed to the duty
doctor as soon as possible
Services
Dispensing
1. Acute prescriptions will be
dispensed with the minimum delay.
2. Repeat prescriptions will be
available and, if appropriate,
dispensed within 48 hours. Delay may
be caused by stock limitations or
when patients have not attended for
review as requested.
3. Where possible please use the
repeat order slip provided by the
computer.
4. Requests for repeat prescriptions
may be made directly at the surgery
or by telephoning 01454 633552.
Requests may be faxed on 01454
632802. Alternatively you may use
this website to
email your request. If the dispenser is not
available you are requested to give
your name, date of birth, the name
of the drug and the strength
required. You are requested to speak
slowly and clearly.
Results
1. You will be told how to obtain
the results of test at the time when
they are ordered.
2. Only you or your legal guardian
will be given results of your tests.
3. Results are given in the
afternoon after 3.00 p.m.
Records
1. We will keep your records
accurate and up to date.
Training
1. Patients may choose whether to
take part in research or training.
2. The training needs of our staff
are reviewed and updated.
Safety
1. The practice provides a safe
environment for its patients and
staff.
2. The practice adheres to Health &
Safety Law.
Confidentiality
1. Patients can be assured that
their needs with respect to
confidentiality are recognised and
understood by all our doctors and
staff.
2. All staff are aware of the need
for confidentiality and have
received training on this.
3. Breach of confidentiality is
recognised as grounds for
disciplinary action.
4. You can speak to a receptionist
in private if you wish.
Health Issues
1. Patients have the right to
information about their own health
particularly:
- the illness
and its treatment
- alternative
forms of treatment
- likely
outcome of this illness
2. Patients have
the right of access to health
records subject to any limitation in
the law.
3. The practice will offer advice
and seek to inform patients of:
- steps they
can take to promote good health
and to avoid illness, e.g.
smoking, exercise, immunisations
etc.
- advice on
self-help which can be
undertaken without reference to
a nurse, health visitor or
doctor in the case of minor
ailments.
4. All patients
will be offered an appointment with
the nurse.
5. All patients over the age of 75
years will have the opportunity to
have an annual health check.
Communicating with Patients
1. We will give you a practice
leaflet and will where possible
produce a newsletter twice yearly to
update patients on current events.
2. We will carry out survey
periodically to monitor the quality
of the service we provide.
3. We have a suggestion box in the
waiting room and welcome all
suggestions and feedback about our
services.
4. If you have any complaints please
use our complaints procedure so that
we can investigate the problem, give
an explanation or apology and then
try to improve our services. A full
and prompt reply to a written
complaint will be made within seven
days.
With these rights come
responsibilities, and for patients
this means:
1. Courtesy to the staff at all
times – remember they are working
under doctors’ instructions.
2. To attend appointments on time or
to give the practice adequate notice
that they wish to cancel.
3. An appointment is for one person
only – where another member of the
family needs to be seen or
discussed, another appointment
should be made and the patient’s
notes will be available.
4. Patients should make every effort
to consult at the surgery to make
the best use of nursing and medical
time – home visits should be
medically justifiable and not
requested for social convenience.
5. When patients are advised that
repeat prescriptions are due for
renewal, i.e. “none left” they
should make an appointment within 14
days.
6. Out of hours calls e.g. evening,
night and weekends, should only be
requested if they are felt to be
truly necessary – patients are
reminded that South Gloucestershire
Primary Care Trust are responsible
for the Out of Hours Service
Provision.
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