Birley Health Centre - Practice Charter

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Birley Health Centre Practice Charter

All members of the Primary Health Care Team are committed to achieving high quality services for you, our patients.

We will do everything we can to keep you healthy, treat you as an individual and make every effort to respect your personal beliefs. We will also try to ensure that you have easy access to the services you use and that you will understand the care and treatment we offer.

In return for these standards, we ask that you take responsibility for your side of the bargain.

Our responsibility to you...

You will be treated as an individual and will be given respect and courtesy at all times.

We will try to answer the phone promptly and courteously to deal with your request.

You will be able to see a doctor or nurse within 24 hours.

As a general rule you should be seen within 30 minutes of your appointment time, however the receptionist will notify you of any delays arising out of prolonged consultations during surgery.

Wherever possible we will give you 24 hours notice of any cancelled surgery or clinic.

We will visit you at home if you are too ill or infirm to be brought to the surgery.

We will visit you outside normal surgery hours for emergencies only.

We will offer advice and information about how you can promote good

We will explain the likely effects of any drugs and review your long-term medical needs.health and avoid illness.

Your consent will be sought before proceeding with any stage of treatment.

Repeat prescriptions may be ordered by phone Monday – Friday.

We will advise you about how and when to obtain results of any tests or X-rays you may have undergone.

You have the right to ask for a second opinion but we cannot guarantee that this will be done on the same day.

We will inform you about how you can make suggestions and complaints about services we offer.

You have the right to see your written medical records compiled after November 1991 and you may also see a copy of your computerised record. The contents of your records will be treated as confidential.

The Health Centre often has medical and nursing students attached to the centre. You may be asked if they can sit in during your consultation.

We will maintain accurate medical records.

We have the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to us and other patients, or threaten violence to any
member of staff.

You will be able to have a copy of our practice leaflet.

Your responsibility to us

We ask that you treat the doctors and all practice staff with the same
courtesy and respect.

Please try to call outside of peak
times for non-urgent requests. Our
telephone lines are generally quieter in
the afternoon.

This may not be the doctor of your choice. If you want to see a specific doctor, this may involve a wait of a
few days.

Please try to keep your appointment.
If you can’t please let us know in
good time so it can be offered to someone else.

Delays may be avoided by making
separate appointments for each patient. Clinics such as Baby Clinic where
no appointment is needed may involve a longer waits.

Facilities for examination and treatment
are better at the surgery. The less time a doctor or nurse spends travelling, the more time there is available for patients. Please do not ask for a home visit unless it is strictly necessary.

Please do not call out of hours except for in real cases of emergency. You may be seen by one of our own doctors or another local GP. Wherever possible it is best to wait for the next surgery. Please remember the doctor on call may be working the next day as usual.

You are responsible for your own health care and that of your children and should take appropriate action and advice.

Please keep a close watch on your medication and request a repeat prescription in good time.

Please read our practice leaflet. This will help you get the best out of the services we can offer

Please remember to tell us if you change your name, address or telephone number

If you are seriously unhappy with us, or the services we provide, you have the right at any time to leave our list and register with another practice.

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