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Practice Charter

Practice guidelines

Telephones - All calls will be answered courteously and promptly. During 'out of hours' a message on the answering machine will state the surgery the telephone number to be contacted if there is an urgent medical problem.

Appointments – Our aim is to offer an appointment with a health care professional within 24 hours and with a doctor within 48hours. We will endeavour to see all patients within fifteen minutes of their allocated appointment time subject to emergencies, but patients will be kept informed of any delay.

Surgeries - The surgery opening times will be clearly displayed outside the practice, ask at reception for a copy to take home or view the website

Home Visits Will be usually carried out between 12pm and 4pm for patients who have a clinical need.

Repeat prescriptions - will be available for collection within two working days of request. Prescriptions can be faxed to most local pharmacies.

Results of tests - You will be informed by the doctor or nurse when to contact the surgery for your results.  Should the results pose an immediate risk to your health the surgery will make every effort to contact you that day.

Confidentiality -All medical records will be kept confidential and secure. All information given at reception or in a consultation will be treated as confidential within the practice. We will comply with the Data Protection Act and Access to Records Act.

Complaints – A quick, full and fair response to any suggestions or complaints. If you have a problem or complaint, please write or call to the Practice manager at the surgery in the first instance. He will endeavour to contact you within one week to meet and discuss it. Complaints are not recorded in your clinical notes.

Patient’s guidelines

You have a part to play in helping the doctor and practice staff to fulfil their commitment to give the best possible care by:

You work in partnership with your GP/practice nurse/health care professional to achieve the best possible use of the services provided by the surgery

You only use the NHS emergency services (A&E and Out ofHours) in the case of critical life threatening problems like head injuries, suspected heart attacks or suspected broken bones

If you require immediate medical attention and the Surgery is closed. Contact the Walk in Centre in Katie Road Selly Oak, Tel; 4152095, which is open from 8am to 8pm 7 days a week. Between 8pm and 8am contact Badger Medical on 0845113 0004.

Being punctual for your appointment time, if you are more than 5 minutes late, you may be asked to wait until the end of surgery. If 10 minutes late you will be asked to make another routine appointment.

Please book on-line to make an appointment where possible rather than telephoning or presenting and asking to be seen at that time, an appointment system is in use but we will always find time for those who need to be seen urgently.

Giving the practice as much notice as possible if youare unable to keep a booked appointment.

Being prepared to make further appointments if you have numerous or complicated problems.

If you require a repeat prescription, use the online prescription form or if this is not possible then in writing and allow at least two working days for it to be processed,. Please do not ask reception for repeat medication over the phone.

Requesting a home visit only if illness prevents you from attending the surgery. Please call before 10.30am if possible. Children can usually be safely brought to the surgery. In registering with us you are agreeing to the patient’s guidelines and failure to do so may result in your registration being revoked.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website