Practice Charter

"Our mission is to provide the people of Bourne with the highest possible standard of continuing and comprehensive Health Care."

WHAT YOU SHOULD REASONABLY EXPECT FROM OUR PRACTICE.

WHAT YOUR DOCTOR AND THE PRACTICE STAFF SHOULD REASONABLY EXPECT FROM YOU.

• You will be treated as a partner in the care and attention you receive. Being a partner means that we have responsibilities to each other. Help us to help you.

• You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.

• Staff will maintain your right to privacy and not discuss your illness with other staff or doctors within hearing distance of other people.

• When hospital reports and results become available you have a right to a full explanation of your illness or any tests carried out.

• Staff will identify themselves and their role within the Practice on request.

• We will strive to ensure that you are seen within a reasonable time. Where this is not possible you will receive an explanation for the delay on request.

• If you need a repeat prescription, one will be provided within 2 working days of your request excluding weekends.

• On request you will receive a routine appointment to see a doctor in the practice within 72 hours excluding weekends (if you ask for a named doctor it may take longer)

• If your problem is more urgent you will be able to access a health professional within 24 hours.

• If you request a home visit or out-of-hours house call the doctor or his qualified assistant will make the decision whether to give advice over the telephone or visit. Lack of transport in itself is not a reason for a home visit.

• We will answer the telephone promptly.

• If you have any complaints or concerns relating to the Practice, its' staff or the services offered, contact the Doctors or Practice Director who will provide a timely response to them.

• We ask that you treat the doctors and the Practice staff with the same courtesy and respect at all times.

• The doctors have instructed the receptionists to ask certain questions so that they may deal with your request in accordance with doctors practice policies.

• You must tell us if you do not understand the explanations. Please follow the doctor's advice and take the full course of any medicine, which may be prescribed.

• Please let us know if you change any of your personal details or your address.

• If you cannot keep an appointment, please let us know as soon as possible - this may enable someone else to be seen. Please try to arrive on time. If the doctor is running late please do not blame the receptionist.

• Please order repeat prescriptions in advance. Do not expect a prescription every time you see your doctor - they are often not necessary.

• Accept any invitations for screening issued by the Practice or Primary Care Trust. Make sure your child is vaccinated and immunised.

• Before seeking a home visit, think seriously whether it is necessary. When requesting a visit please contact the surgery by 10.30 am unless a genuine emergency arises later.

• Out of hours visits should only be requested in an emergency, not for minor illnesses which can wait until the next morning.

• Please avoid calling the Practice during the peak morning period (8.30 am to 10.00 am) for non-urgent matters. Mondays are especially busy.

• Please read the Practice booklet. This will help you to get the best out of the service we offer.