Meltham Road Surgery


PRACTICE CHARTER

HOW WE CAN HELP YOU:
  • You will be greeted in a friendly and courteous manner by staff wearing name badges.

  • We will give you full information about the availability of services within the practice.

  • You will be seen within 30 minutes of your appointment time, but where a delay may occur you can expect to be advised of this.

  • We will keep you fully informed about all aspects of your condition, possible treatments and side effects.

  • Telephone calls will be answered promptly and diverted to the appropriate person.

  • Requests for repeat prescriptions will be completed and ready for collection within two working days.

  • You will be seen the same day with an urgent medical problem.

  • We will respect your confidentiality at all times.

  • If you are unhappy about any aspect of your care and wish to discuss this further, please contact the Practice Manager, who will deal with your problem as soon as possible.

TO HELP US TO HELP YOU:

  • Please request a home visit only when absolutely necessary and you are too ill to attend the surgery.

  • Please give us adequate notice of appointment cancellations.
    Please treat our staff in a courteous manner.

  • Please consider other patients and remember one appointment is for one patient only.

COMPLAINTS

We always try to provide the best service possible, but there may be times when you feel that this has not happened. The practice has an in-house complaints procedure, which allows us to deal with problems swiftly. A leaflet detailing this procedure is available at reception or please telephone or write to our practice manager.

COMPLIMENTS

All the staff at the surgery work very hard to try and provide the best possible service to all our patients. Compliments are always appreciated.

ACCESS TO HEALTH RECORDS

Under the Data Protection Act 1998 you have the right to see your health records, subject to limitations in the law. Application must be made in writing. Please contact the surgery for details.

PATIENT CONFIDENTIALITY AND DATA PROTECTION

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a
multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

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.


DISTRUPTIVE/RUDE PATIENTS

Help us to help you! Please treat the practice staff with courtesy and respect.
Meltham Road Surgery operates a zero tolerance policy. Anyone found to be verbally or physically abusive will be removed from the practice list.