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Great Western Surgery Patients Charter

CONFIDENTIALITY

All staff are aware of patients' absolute right to confidentiality.  An interview room is available at all times next to reception for matters of a confidential nature.

EQUALITY

We do not discriminate on the grounds of race, gender, religion, sexuality or disability.

INFORMATION

Information on health services and on diagnosis and treatment will be provided to the fullest extent that patients request.  Full clarification of any queries will be provided as appropriate.

RESPECT

Patients will be treated as individuals with courtesy and respect at all times.

VIOLENT/ABUSIVE PATIENTS

The NHS operates a Zero Tolerance policy with regard to violence, which includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety.

In this situation we are obliged to notify the patient in writing of their removal from the list with immediate effect and record the fact of the removal and the circumstances leading to it in the patient's medical records.  The PCT is then responsible for providing further medical care for such patients.

WAITING

You will be seen on time whenever possible although some consultations may take longer than others.  On occasions acutely ill patients may need to be seen immediately.  An explanation will be offered for any undue delays.

YOUR RESPONSIBILITY

All our staff have a right to be treated with courtesy and respect and our patients have a responsibility to behave appropriately.

 

MAKING APPOINTMENTS

It is essential that once you have booked an appointment, you must endeavour to keep it. Patients who book appointments and subsequently fail to attend without sufficient notice will have their registration at the Practice reviewed, and face possible removal. There is a link on the home page to cancelling an appointment. The Practice provide a number of bookable appointments in advance, and also offer extended access by offering appointments as early as 0720 on 4 mornings a week.  Patients will also have access to appointments on the day, as well as access to emergency appointments if required. A telephone triage system is also available, which allows a GP to call you back on the day of request. Patients who arrive late for their appointments may run the risk of not being seen until the end of surgery.

 

HOME VISITS

A home visit should be requested by 10.00am.Home Visits are subject to strict criteria, and a patient will only receive a Home Visit if they are too ill to attend the Practice.

 

ORDERING PRESCRIPTIONS

Requests for repeat medication can be done in writing, ensuring you have marked off the required items on the repeat slip. They can be ordered via the Practice Website, or they can be requested in person at the Practice.  The Practice does not take requests for repeat medication over the telephone.

 

CHANGE OF ADDRESS

It is the responsibility of the patient to inform us of any changes of address, this can be done via this webiste

 



Noticeboard

Appointments

There are two type of appointments - routine and urgent same day. Telephone lines are open 8am to 6.30pm to book an appointment 421311

Children's Urgent Clinic

In addition to appointments at the surgery there is a Children's Urgent Clinic based at Carfax Street which is by appointment only Monday to Friday 5pm to 8pm. Appointments can be booked after 4pm by telephoning 646466.

Dr Aslam

Dr Aslam is now back from maternity leave. Dr Aslam works Mondays, Tuesdays and Fridays.

Dr Fan - Part time

Dr Fan will now be working part-time - Wednesdays Thursdays Fridays.

New GP Partner

Dr Angela Fan has now joined the practice and will be working on Mondays and Tuesdays. We warmly welcome Dr Fan to the team.

 
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