Chacewater & Devoran Surgeries
Patient Charter
ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO
ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT'S REQUIREMENTS.
Practice Leaflet:
All new patients will receive a copy of our practice leaflet on registration, and copies are available at
reception for all patients. Versions of this leaflet are also available on request in Braille, large print,
on audio cassette or disk. Similarly, if you know someone for whom English is not a first language,
we can often provide a translation of this leaflet.
Surgery Premises:
Our surgeries will be welcoming, easy for patients to find their way around and appropriate to the
needs of users, including the disabled.
Patients' rights to General Medical Services:
Patients have the rights to:
 be registered with a General Practitioner
 change doctor within practice if desired by informing a member of staff at reception
 be offered a health check on joining the practice
 receive emergency care at any time from the practice
 receive appropriate drugs and medicines
 be referred for specialist or second opinion if they and the GP agrees
 have the right to view their medical records, subject to the Acts and to know that those working
for the NHS are under legal obligation to keep the contents confidential.
Appointments:
With a Doctor:
For routine consultations we will endeavour to offer patients an appointment within
two working days of the request. Please bear in mind this may not be with a doctor of your choice.
For medically urgent requests, we will offer an appointment on the same day, please let the
receptionist know if you feel your request is urgent.
With a Practice Nurse:
days.
For routine appointments we will offer an appointment within five working
Health Checks with a Practice Nurse:
We also offer health checks on request, for any patient aged
16 and above, who have not attended a consultation in 3 years.
To help our Appointments run on time:
The surgery operates a system which books appointments at ten minute intervals. Appointments may
be made at the surgery, on-line or by telephone.
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Please attend in good time for your appointment or telephone us if you think you may be
late.
Please try to keep to one problem per appointment. This allows the doctor to deal with this
problem fully and also helps us to run to time.
Please do not ask the doctors/nurses to assess another member of the family during your
appointment. They will need to have a separate appointment.
Patients with learning difficulties may need a longer appointment, please let the receptionist
know so that a double appointment can be allocated.
Date Reviewed June 2014
Next Review Date June 2015
Waiting Times:
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surgeries will normally start on time
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we expect patients to be seen within twenty minutes of their appointment time, and in the event
of a delay we will offer an explanation.
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when a doctor is called away on an emergency we will inform the patients and give them an
opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.
Home Visits:
The practice policy for home visits is explained in the practice leaflet (available at reception).
If at all possible please request a home visit as early as possible after 8.30 am.
Telephone Availability:
The practice values telephone consultations / triage:
 When you make a request to speak to a doctor, the receptionist or telephonist will ascertain
the urgency of the request.
 Your details will be taken including name, date of birth, telephone number and a brief
explanation of the problem.
 If the request is urgent the call will be transferred to the duty doctor.
If the request is non-urgent, the details will be taken and written into the doctor’s / nurse’s message
book for their attention after surgery.
Telephone calls:
The practice can take calls from 8.30 am to 6.00 pm.
It is advisable to contact us after 10.30am for non urgent requests, eg for test results and dispensary
queries.
Accessing Medical Records:
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The Practice Manager will assist any patient wishing to have access to their own medical record,
subject to the relevant Acts.
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The patient's doctor will be available to explain medical terminology within the legal timescales.
Comments, Suggestions & Complaints:
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The Practice Manager, Mrs. Sue Gunn, is responsible for handling comments, suggestions and
complaints about any service provided by the practice.
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All constructive comments and suggestions will be considered by the practice.
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All complaints will be recorded, and written complaints will be acknowledged within three working
days of receipt. We will respond to all complaints within 4 weeks. Where a complaint is made
about a doctor, the patient will be able to discuss this with another doctor in the practice, if
preferred.
Date Reviewed June 2014
Next Review Date June 2015
Changes to Procedures:
When changes are introduced to practice procedures that affect patients, we will ensure that these
are clearly explained, by means of the Practice Leaflet; waiting room noticeboard, newsletter or on
the surgery website: www.chacewatersurgery.co.uk
Repeat Prescriptions:
The procedure for obtaining repeat prescriptions will be explained in our Practice Leaflet.
Prescriptions will be available from the reception desk . We require 48 hours notice (two working
days excluding weekends and public holidays) for a repeat prescription request.
Referrals:
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Urgent referrals to other health and social care agencies will be made within one working day of
the patient consultation
We will normally process non-urgent referrals within five working days of the patient consultation
or the doctor's decision to refer.
Examinations:
If the doctor or nurse want to examine you, they will first of all explain why the examination needs to
be performed, what the examination involves, and seek your consent (a consent form may need to be
signed to say that you understand the procedure and are happy to proceed), this will be scanned
onto your medical record. A chaperone will be offered to you if the examination is of a sensitive
nature.
Test Results:
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the
result (routine results for bloods/x-rays are normally available within a week)
Please contact the surgery AFTER 10.30 am for results eg: blood tests, x-rays and scans
Patient and Carer Information:
Verbal permission must be obtained from the patient and carer and documented in records before
any information can be divulged to a third party. In certain cases, written consent should be obtained
and must be filed in the patients notes.
Transfer of Medical Records:
The Practice will endeavour to dispatch any medical record required by the Health Board within seven
working days and same day if the request is urgent.
Privacy and Confidentiality:
We will respect our patients' privacy and confidentiality at all times.
Out of Hours Emergencies:
We will do everything possible to ensure that our system for contacting the out of hours service is
easy to follow, reliable and effective. Telephone either 01872 560346 or 01872 562200 and your call
will automatically be put through to the out of hours service.
Date Reviewed June 2014
Next Review Date June 2015
With these rights come responsibilities and for the patients this means:
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Courtesy to the staff at all times - remember they are working under doctors' orders.
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To attend appointments on time or give the practice adequate notice that they wish to
cancel. Someone else could use your appointment.
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An appointment is for one person only - where another member of the family needs to
be seen or discussed, another appointment should be made and the Medical Record be
made available.
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Patients should make every effort when consulting the surgery to make best use of
nursing and medical time - home visits should be medically justifiable and not requested
for social convenience.
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When patients are asked to give 48 hours notice (two working days excluding weekends
and public holidays) for repeat prescriptions, please give us this time as it is to allow for
accurate and safe prescribing.
Date Reviewed June 2014
Next Review Date June 2015