The Practice is dedicated to a quality policy to achieve the health services which meet the requirements of our patients. In particular:
- Patients have a right to be greeted in a friendly and welcoming manner in all circumstances
- Patients have a right to confidentiality
- Patients should usually be seen within 20 minutes of their appointment time. Where there is likely to be a longer delay, the patients have a right to be informed
- Patients have a right to be treated with courtesy by GPs, employees and other providers of health services both inside and outside the practice
- Patients have a right to information about their own health, particularly any illness and its treatment, alternative forms of treatment, possible side effects of treatment, duration and development of the illness, likelihood of recovery, how to prevent or avoid the illness recurring and any other information the patient deems to request from any GP, consultant or other doctor in the Health Service. Above all, patients have a right to ask questions and have them answered about their own health
- The Practice will offer advice and seek to inform patients of steps they can take to promote good health and avoid illness
- The Practice will offer advice on self-help which can be undertaken without reference to a doctor in the case of minor ailments
- The Practice will inform patients of developments in the Practice by means of leaflets which are made available in the practice.
With these rights come responsibilities and for the patients this means:
- Where an appointment has been made, a patient is responsible for keeping it or giving adequate notice to the practice that they wish to cancel, in order that it may be made available to someone else
- A doctor’s time is limited and they have many patients to see. It is the responsibility of patients not to delay the doctor unnecessarily and to be aware of other patients’ needs to consult
- Each patient should show consideration for other patients. Delays can be reduced by remembering that an appointment is for one person only. Where another member of the family needs to be seen, even if it is regarding childhood ailments or if their symptoms are the same as the first person, another appointment needs to be made
- A doctor can see many more patients within the surgery than when out visiting. It is therefore the responsibility of patients to come to the surgery for appointments when not prevented by serious illness or infirmity
- During the course of any surgery there are some patients who need long consultations because of the nature of their illness. A doctor does not know in advance who they might be. Patients in the waiting room should take this into consideration and develop patience, for another time, that consultation might be them. - If a patient is aware that their consultation may be protracted they should advise reception at the time of making their appointment.
As the receptionists should treat the patients with courtesy and friendliness, so should the patients treat the receptionists. It is not the receptionist’s fault if the doctor is delayed.
Each person is responsible for their own health and should take appropriate action with, where necessary, advice from the Practice to prevent ill-health where possible, e.g. by not smoking.
Our staff come to work to care for others, and it is important for all members of the public and our staff are treated with respect.
In line with the rest of the NHS, and to ensure this is fully observed, we have instigated a Dignity at Work and Zero Tolerance policy, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.
Anyone giving verbal abuse of members of staff will be sent a letter from the Practice Manager that this behaviour will not be tolerated. Any future violation of this policy may result in removal from the Practice’s patient list.
The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients.
Patients’ views on the quality and type of services available, both within the Practice and from other health service providers, are welcome. If you have any reason to feel that any of the quality commitments stated above are not being met, we need to know.
Preferably put your comments and suggestions in writing – the good ones as well as the bad – and address them to Cathryn Palmer, Practice Manager, Church View Surgery, Market Hill, Hedon, Hull, HU12 8JE