QUALITY SERVICE FOR PATIENTS
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 welcoming, friendly manner in all circumstances.
- Patients have a right to confidentiality.
- Patients should be seen usually within 20 minutes of their appointment time. If there is likely to be a longer delay, patients have a right to be informed.
- Patients have a right to be treated with courtesy by G.P.s, employees and other providers of health services, both inside and outside the Practice.
- Patients have a right to ask a question and be answered about their own health, particularly any illness and its treatment, possible side-effects of treatment, duration and development of an illness, likelihood of recovery, prevention or avoidance of the illness recurring .
- The Practice will offer advice and seek to inform patients of ways to promote good health and avoid illness.
- Patients will be informed of developments in the Practice by means of posters/leaflets, made available in the Practice.
Patients rights are accompanied by responsibilities, which mean:-
- Where an appointment has been made, patients are responsible for keeping it, of informing the Practice, giving adequate notice to the Practice that they wish to cancel, in order that it may be offered to someone else.
- Patients should remember that an appointment is for one person only. If another member of the family needs to be seen, be it a childhood ailment or even if they have the same symptoms as the patient with the appointment, a separate appointment needs to be made.
- Wherever possible patients should attend the surgery if they do not have a serious illness or infirmity. A Doctor can see many more patients within the surgery than when out visiting.
- Patients should advise Reception at the time of arranging their appointment if they are aware that the consultation may take a long time.
- Patients should treat the Reception and Dispensing staff with the same courtesy and friendliness they receive. If a Doctor is delayed, it is not the Receptionist’s fault.
- All patients are responsible for their own health and should take appropriate action with, where necessary, advice from the Practice, to prevent ill-health, e.g. by not smoking.
Patients’ comments and suggestions on the quality and type of service available are always welcome. Should you feel the quality commitments stated above are not being met, please put your views in writing, addressed to:-
Sarah Powell, Head of Operations, The Hedon Group Practice, Market Hill House, Hedon
The Practice will not tolerate violent or abusive behaviour by any any patients, towards any member of staff or other patients.
Threats of this nature will be dealt with robustly and may result in immediate removal of the individual from the practice list.