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Practice Charter
In Particular
- You can expect to be greeted in a friendly and welcoming manner and
treated with courtesy by everyone working in the practice.
- You can expect everyone working at the practice to wear name badges.
- You can expect clean, comfortable premises, with good access for the disabled and with
play facilities for the children.
- You can expect confidentiality to be maintained at all times.
- The doctors and nurses aim to see patients within 30 minutes of their appointment time,
but where there is a delay you can expect to be told by the receptionist the reason for this.
- You have the right to information and are encouraged to ask questions about your
health.
- We guarantee to give a routine appointment within two days with an unspecified doctor.
- You can expect to be offered appropriate advice about how to stay healthy and avoid
illness.
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You can expect to be informed of developments in the practice by means of leaflets and / or
TV services available in the practice.
- We take your comments, suggestions or complaints about our service seriously and you
will receive a prompt reply to any items you raise with us.
- You can expect your repeat prescriptions to be ready for collection 48 hours after
ordering.
With These Rights Come Responsibilities
- When you have been given an appointment you are responsible for keeping it or giving
adequate notice of cancellation, so that the appointment can be made available to someone
else.
- You have a responsibility not to delay other people from seeing the doctor or nurse by
keeping your appointment time. Arriving five minutes before your appointment time is
fine.
- A doctor can see more patients in surgery than when out visiting. It is your responsibility to
come to the surgery for appointments, unless prevented by serious illness or infirmity.
- You have a responsibility to make more than one appointment if more than one member of
your family needs to see the doctor when you come to the surgery. This will avoid
unexpected delays for other patients.
- You have a responsibility to call after 11.00am when telephoning for repeat prescriptions. This will keep the lines open for patients calling for appointments.
- You have a responsibility to be courteous and friendly to the doctors, nurses and reception staff.
- Ultimately, you are responsible for your own health and should work with us to keep
yourself healthy and avoid ill health.
Zero Tolerance
This surgery practises a zero tolerance policy.
Patients who are verbally / physically abusive towards a member of staff will be permanently removed from our list.
Primary Care Trust
Our practice is located in the area covered by the Eastern Wakefield Primary Care Trust. This NHS body can be contacted at:
Castleford
Normanton & District Hospital
Lumley Street
High Town
Castleford
WF10 5LT
Tel: 01977 605500
Complaints Procedure and Suggestions
Our aim is to provide you with the best service possible. However, if you have any
concerns about any aspects of our service then feel free to contact our practice manager.
If you have any suggestions on how we can improve our service then please leave details in
the suggestion box located on the reception desk.
Patient Confidentiality
Record keeping in the practice is computerised.
The practice is registered under the Data Protection Act 1998 and strict confidentiality is maintained. All staff are bound by strict rules of confidentiality. The practice also meets the requirements of the Freedom of Information Act 2000. Any hospital referral information sent to a consultant and doctor will only include information that is relevant to your medical condition. We will only disclose medical information we hold on you or a third party, for example a solicitor or insurance company, on receipt of your written approval.
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