OUR RESPONSIBILITIES TO YOU

We are committed to providing the best possible service.
You will be treated as an individual and will be given courtesy and respect at all times.

We will endeavour to keep to your appointment time. If there is likely to be a substantial delay for any reason, you will be given an explanation. Hospital referrals will be made promptly, and if a doctor feels that you need a second opinion, then they will arrange this.

You will have access to a doctor rapidly in case of an emergency.

Home visits will be made when requested, if a doctor feels you are not well enough to attend the surgery. The final decision rests with the doctor.

You have a right to information about your own health, and steps that can be taken to promote good health and avoid illness. You have a right to see your medical records subject to the limitations of the law.

HOW YOU CAN HELP US

Help us to help you. Read our information booklet to help you get the best out of the services we offer.

Please let us know if you change your name, address or telephone number.

Let us know if you are unable to keep an appointment, so that it may be offered to someone else. Please arrive on time for your appointment, otherwise all the patients after you are kept waiting. The doctor reserves the right not see you if you are more than 20 minutes late.

Please ask for a visit only if it is truly necessary.

We ask that you treat all our practice staff with courtesy and respect.

You are responsible for your own health and the health of your children. Please follow the professional help and advice given by the practice.

Comments And Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.

Complaints Procedure

We always try to provide the best services possible, but occasionally there may be times when you feel this has not happened. We have an in-house complaints procedure to respond to patients' grievances.

If you have a complaint, please write to the practice manager, or ask at reception for a complaints form. We will deal with your complaint as swiftly as possible, and always within 14 working days. If necessary you will be offered an appointment to discuss your grievance. We will try to address your concerns, provide you with an explanation, and discuss any action that may be needed.

Confidentiality

We ask for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multidisciplinary team it is sometimes necessary that medical information about you is shared between members of the team.

Freedom Of Information Act

This practice complies with the Freedom of Information Act. You may request information in writing to Dr Agun, allowing three working days for replies. An administrative charge may be made for this.

Access To Patient Information

Your medical records are confidential. You have the right to access them in accordance with the Access to Records Act 1990. Your signed consent is required to disclose information to third parties. The only exceptions are the provision of information when making a referral to another doctor, or disclosure required by statute.