Practice Charter

The Practice is committed to:

  • Providing a friendly, open and confidential service to all patients who attend our Practice.

  • Providing a convenient service with good parking, a clean environment and pleasant surroundings.

  • Providing good clinical and nursing care and timely (acute and repeat) dispensing medication.

  • Ensuring that patients are seen without unnecessary delay and emergencies are given priority.

  • Treating all patients equally with dignity and respect.

  • Serving patients with courtesy whether face-to-face, in their home or on the telephone.

  • Supporting patients in maintaining a healthy lifestyle and providing sufficient information to help them with their choices.

  • Involving patients in their treatment and management care plan so that appropriate choices are made for them.

  • Ensuring that communication with patients, their families and carers has been handled in the most professional and appropriate way.

  • Keeping patients informed of our services, their rights and any other information which directly relates to them.

  • Maintaining high standards and knowledge by staff attending regular training sessions and keeping up to date with NHS changes and guidelines.

  • Monitoring and improving our systems to ensure that the Practice activities are conducted in the best possible way.

  • Maintaining an effective and constructive Practice complaints procedure.

  • Maintaining an open relationship with all patients so that they are listened to, which enables them to raise their issues or problems and share their views.

  • Welcoming and considering suggestions from all patients on our services, to ensure that patients’ voices are heard.

To work effectively and efficiently we need patients’ co-operation. Therefore, we expect our patients to:

  • Be punctual and attend all appointments made with us or cancel/re-arrange as necessary in plenty of time.

  • Make separate appointments if more than one member of the family needs to be seen or if there are several problems to discuss with the GP.

  • Report to Reception staff on arrival in order to be served.

  • Respond in a positive way to questions asked by Reception staff. This will enable them to book the appropriate appointment for you.

  • Only request a home visit when too ill and unable to attend the surgery.

  • Make non-urgent enquiries later in the day if possible. Our phone lines are very busy in the mornings.

  • Be patient and bear with us when running late, particularly during open morning surgeries. This delay may be due to another patient requiring additional time or dealing with an emergency.

  • Use our service responsibly and do not expect immediate treatment for non-urgent or routine conditions.

  • Allow 48 hours – the required time – for processing of repeat prescription requests. Please do not pressure Dispensary staff to process unauthorised medication requests.

  • Appreciate the doctor’s time when requesting insurance/medical reports, health questionnaires and similar types of services.

  • Keep us informed of any changes to name, address and telephone number immediately to ensure that we always have the correct contact details.

  • Treat us with respect. Staff members are prepared to serve patients with their best ability. We ask for the same courtesy to all our staff in return.

  • Violence against our staff or other members of the public will not be tolerated at the Ingham Practice.

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