PRACTICE CHARTER

Practice Responsibilities

• To treat every patient with courtesy and respect.
• To ensure patient confidentiality at all times.
• To ensure that all patients are given suitable appointments with priority being given to
urgent cases.
• Doctors and nurses must attend medical emergencies should they occur, regardless of
pre-booked appointments.
• To keep patients informed and advise them if surgeries are running late.
• To give patients access to their records as required by law.
• To provide repeat prescriptions within 48 hours.
• To provide patients with feedback following any investigations carried out.
• To invite patients for routine checks and provide ongoing treatments deemed appropriate
for their health care.

Patient Responsibilities

• To treat all staff with courtesy and respect.
• To arrive on time for appointments.
• To advise the surgery as soon as possible if for any reason you are unable to keep an
appointment.
• To notify the surgery of any change in name, address or telephone number.
• To request repeat prescriptions in plenty of time, allowing a minimum of 48 hours' notice.
• To raise any concerns regarding the running of the surgery with a member of staff.
• To request home visits only when seriously ill or medically housebound.
• To respond promptly to any correspondence received from the practice.

SUGGESTIONS AND COMPLAINTS

We always aim to provide the best service we can, and if you have any comment - good or bad - we would be grateful to hear it. Please feel free to pass comments to any of the team or directly to the practice manager, Bev Barr.

Any complaints received will be acknowledged within 24 hours and this will be followed by a full response once any necessary investigations have taken place. If for any reason we are unable to resolve any issues within the practice there is a complaints procedure that we can follow in conjunction with Calderdale Primary Care Trust (PCT).

Calderdale PCT, 4th Floor, F Mill, Dean Clough, Halifax HX3 5AX • Tel: 01422 281300
From time to time we do carry out patient surveys so that we can find out how we are doing. It is very useful for us if you take the time to complete these.

CONFIDENTIALITY

All the staff appreciate the nature of their work and the type of sensitive information that they have access to on a daily basis. You can be assured that discretion is used at all times and patient information is divulged on a need-to-know basis only within the practice. Great care is taken to ensure that all patient details, including those of the under 16s, are kept confidential. Consent must be received from any patient who wishes a friend or relative to act on their behalf.