PRACTICE CHARTER – Help us to help you.

All members of the Beechwood Surgery Primary Care Team are dedicated to providing a quality of service which fully meets the patients’ requirements. In particular:

1. We aim to provide first class service to all our patients, irrespective of ethnic origin, religious belief, personal attributes or the nature of the problem.
2. We aim to help you to understand your illness and its treatment and to involve you in making decisions. Please ask if you are unsure of anything.
3. All patients have the right to absolute confidentiality.
4. Doctors and nurses will begin surgeries at the appointed time; any delays will be due to medical necessity. Where there is a delay in excess of 30 minutes, patients have the right to be informed and to make an alternative appointment.
5. All patients have the right to information about their own health.
6. Patients may have access to their own medical records on written request and subject to any limitation in the law.
7. The practice will offer advice and seek to inform patients of steps they can take to promote good health and to avoid illness, e.g. Smoking, exercise, immunisation, etc.
8. The practice will inform patients of services available by means of a practice booklet, notice board and leaflets.
9. Patients with urgent medical conditions will be given priority, even when this may cause delay to booked appointments.
10. Patients may choose whether or not to take part in research or training.
11. All new patients will be offered an appointment for a health check with a practice nurse or doctor.
12. Patients shall be referred to a consultant when their GP thinks it necessary.
13. The practice has an NHS approved in-house complaints procedure: please contact the Practice Manager.
14. Subject to availability of appointments, patients should be able to make appointments with the doctor of their choice, except when that doctor is on study leave or holiday leave. Patients making urgent same day appointments may not be able to see the doctor of their choice.

PATIENT CHARTER – How to help us

1. Treating staff courteously, they have to apply rules to ensure the practice runs smoothly.
2. Keeping to your appointment time and cancelling any appointment you do not need.
3. If you have an emergency appointment, please discuss that problem only.
4. If you think your problem can be dealt with by a nurse, please say so.
5. If you are asked to book a follow-up appointment, please avoid Monday morning as these sessions are in high demand for emergencies.
6. 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 that patient’s notes will be available.
7. Restricting night and weekend calls to emergencies that cannot wait until the surgery re-opens.
8. Requesting home visits only when you are too ill to visit the surgery, and please call as soon as possible, ideally by 10am.
9. For repeat prescriptions, allow at least 48 hours’ processing time before your medication runs out.
10. When calling for test results, please call after 2.30pm.
11. Informing us if you change your name, address or telephone number.
12. Seeing your dentist if you have a dental problem.
     

ACCESS TO MEDICAL RECORDS PRACTICE INFORMATION AND CONFIDENTIALITY

If you wish to have access to your medical records please contact the Practice Manager, who will discuss our full policy, in line with the Freedom of Information Act, with you. This will include how information can be made available and the relevant charges. The Brochure and form can be collected at reception.

Your records are protected by the practice procedures which reflect the Data Protection Act and staff are bound by our confidentiality policy. If you wish to see this policy, or any others relating to patients, please contact the Practice Manager.