Practice Policies - Practice Charter

Practice Charter

Patients' Rights to General Medical Services

- To be offered a health check on joining the practice for the first time.

- To have appropriate drugs and medicine prescribed.

- To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.

- To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.

- To choose whether to take part in research or medical student training.

- To receive a copy of their doctor's practice leaflet, setting out the services that he or she provides.

- To receive a full and prompt reply to any complaints they make about the care they receive.

Our Philosophy

Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us. We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence. We are dedicated to ensuring that practice staff and doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

Practice Charter

- You will be treated with courtesy and respect by all practice personnel.

- An urgent appointment with a doctor or nurse practitioner will be available on the same day.

- standard is to see 80% of patients within 30 minutes of their appointment time. If you have waited longer than this please ask the receptionist for an explanation.

- Appointments may be made by contacting the Health Centre by telephone or by registering for and using the Health Centre's Online Services.

- We aim to answer the telephone within ten rings.

- An appointment with a practice nurse will be available within four working days.

- In normal circumstances requests for repeat prescriptions will be dealt with by the end of the 2nd working day following submission. This can be in person or by registering for and using the Health Centre's Online Services.

- All comments and suggestions about the service are welcome. Please use the box provided in the waiting area. If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.

- We wish to make Steyning Health Centre as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.

Patients' Responsibilities

- If you are unable to attend for an appointment please let us know so that we can offer it to someone else.

- If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.

- A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the Health Centre before 10:30am if at all possible.

- An urgent appointment is for an urgent medical problem. Please speak to a secretary if you require a sick note.

- We would ask you to be patient if the doctor is running late. This is usually due to clinical reasons or unforeseeable emergencies but please ask for an explanation from the receptionist.

- Make a separate appointment for each patient that needs to be seen. This allows the doctor enough time to treat each patient with the time that they deserve.

- Please act in a responsible and courteous manner whilst on the practice premises for the safety and comfort of others.

- Please treat all practice staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.

Violent Patients

The practice supports the government's 'NHS zero tolerance zone' campaign. Violent patients will be reported to the police and struck off the GP's list. GPs and staff have the right to care for others without fear of being attacked or abused.

Your Data

Dr Noren & Partners are registered under the Data Protection Act and have a legal duty to keep information about you confidential. The staff at this practice record information about you and your health so that you can receive the right care and treatment. We need to record this information, together with the details of the care you receive, because it may be needed if we see you again.

We may use some of this information for other reasons, for example, to help us to protect the health of the general public generally, to plan for the future, to train staff and to carry out medical and other health research for the benefit of everyone.

The NHS in England is introducing the Summary Care Record, which will be used in emergency care. The record will contain information about any medicines you are taking, allergies you suffer from and any bad reactions to medicines you have had to ensure those caring for you have enough information to treat you safely.

Your Summary Care Record will be available to authorised healthcare staff providing your care anywhere in England, but they will ask your permission before they look at it. This means that if you have an accident or become ill, healthcare staff treating you will have immediate access to important information about your health.

If you require further details of how your information may be used please ask at reception.

Download our Practice Charter as a PDF