Practice Information - Practice Charter

The partners and staff aim to provide effective medical service of the highest possible standard to their patients.

To achieve this we have set out the following standards agreed by all partners and staff.

Patients Can Expect:

• To be offered a health check appointment after registration.

• To receive a copy of the practice booklet.

• To have access to emergency treatment at all times. During the day at the health centre or branch surgery by practice nurse or GP.

• At night and at other times when the surgeries are closed, an emergency only out of hours service to be provided by Harmoni (0300 130 1313).

• To have access to medical treatment by appointment for an urgent matter with a GP within the partnership within 24 hours.

• To receive agreed repeat medication within 48 hours of written request being received.

• To expect all staff to be polite and helpful and to direct patients and call efficiently.

• To be able to identify staff at reception and when receiving 'treatment.

• To expect GP surgeries and practice nurse clinics to start on time or to be kept informed by staff ofany delays.

• To be assured of complete confidentiality by all staff working within the health centre and the branch surgery.

• To be assured that your medical record will be transferred to the West Sussex Shared Services Consortium within five working days when requested.

Please Help Us To Help You By:

• Asking for an out-of-hours visit only when your medical condition makes it truly necessary.

• Requesting a home visit only when patients are too ill to visit The surgery and by 10.30am where possible: lack of transport alone is not an adequate reason for a home visit.

• Not asking the GP or nurse to see an additional patient on a home visit unless that has been mentioned at the time of the request.

• Remembering that appointments after 5.30pm are for emergencies only.

• Early morning or late evening appointments can be pre-booked up to five weeks in advance for those who have work commitments or need to arrange transport - these are not emergency appointments.

• Remembering to let us know when you are unable to keep an appointment. This means that an appointment space is released for someone else.

• Treating all our staff with courtesy and respect.
  

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. GP's and staff have the right to care for others without fear of being attacked or abused.

Complaints & Comments

If you consider we are not meeting any agreed standards please contact the practice Manager Mrs D. Taylor who will respond to any complaint within 48 hours. We operate a practice complaints procedure as part of the NHS complaints procedure. You could also contact PALS (Patient Advisory Liaison Service) on 01403 223300 who offer an information, advice and support service for patients, carers and relatives.

Download our Complaints leaflet (pdf file)

Data Protection

As part of our administrative activity we have to send some details by computer link to the West Sussex Shared Services Consortium. NO MEDICAL INFORMATION is sent with these details. ONLY personal details such as your name, address and NHS number are sent. This basic information is on your medical card. The Data Protection Act requires you to be aware of this.