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The Penrhyn Surgery Way

The mission of Penrhyn Surgery is to provide high quality evidence-based care with a vision of ensuring the best health outcomes for all our patient groups.

We are guided by the four responsibilities of duty of care in health and social care in delivering care to our patients and these are:

  • Wellbeing (promoting this where possible)
  • Welfare (protecting people from harm, abuse and injury)
  • Compliance (following regulations and rules relating to the duty of care)
  • Good practice (taking an effective and proven approach to care)

The principles mentioned below, underpin our collaborative relationship with our patients.

Cornerstone to this relationship is that we expect our patients to trust and believe in our ability to provide them with high quality evidence-based health care.

Trust us because

  • All Clinicians at Penrhyn Surgery are qualified, well trained, competent health care professionals.
  • We work within the scope of our competencies as guided by our relevant regulatory professional bodies and our health board, the North East London Integrated Commissioning Board (NELICB)
  • Our clinical decisions about your management are based on our sound professional judgement and on the relevant peer reviewed evidence base.
  • We will have opinions regarding your health and we are entitled to these opinions, which may sometimes be different from those of other doctor(s).
  • We aim to ensure that the care we provide you with is patient centred and with shared decision making.
  • We do, however, recognise that sometimes you may not agree with our proposed clinical decision/ health management plans.
  •  We can offer you the opportunity to request another opinion, where appropriate, if you do not agree with our management plan.

Believe in us because

  • We desire the best health care outcomes for you, and we are always doing our best for you.
  • We will develop a comprehensive management plan that includes care pathways, investigation requests, referrals and discussions with your specialists and other healthcare providers as appropriate. This is by no means an exhaustive list.
  • We always aim to provide high quality evidence-based health care to all our patients.
  • If our management plan does not appear to meet your expectations, we ask that you respectfully seek clarification from us. Sometimes a simple explanation, helps correct any misunderstanding and dispels any wrong assumptions.

Respect us by

  • Familiarising yourself with and following our policies and procedures. They are shared with you through a variety of methods including on the Surgery website, text messages, telephone messages, notices in the surgery premises and explained verbally by the surgery staff.
  • Understanding that our policies and procedures have been designed for our entire patient population including you.
  • Treating our Surgery, staff and other patients cordially in a mutually respectful manner. We do recognise that you may not agree with us on some issues however we kindly request that you bring these to our attention in a respectful manner.
 

Penrhyn Surgery’s Patient Charter

Aims and objectives

At Penrhyn Avenue Surgery we aim to provide our patients with fair equal & responsive care.

Our charter is a statement of what you can expect from the practice and what we expect from you in return.

Your rights as our patient

  • We are committed to giving you the best possible service we can achieve by working together.
  • You will be treated with courtesy and respect.
  • You will always be offered the treatment we believe is appropriate for you, by a suitably qualified person.
  • We will provide Information about our services on our website and through our staff.
  • We will make every effort to see you promptly, but this may not always be possible as medical emergencies, and clinically urgent cases will receive priority attention.
  • Medical advice is available 24 hours a day through the NHS 111 service.
  • We will tell you when the results of investigations are likely to be available and how to obtain them.
  • Repeat prescriptions will normally be available for you to collect from the practice or a pharmacy of your choice within three working days
  • We will strive to promote good health through advice and preventative medicine.
  • We will respect your rights of confidentiality and access to your medical records, within the law.
  • All comments, complaints and suggestions about the service are welcomed and will be reviewed by the appropriate person.

What we expect from you

  1. Shared ownership by understanding that
    • The health problem/illness belongs to the patient primarily and therefore the patient should endeavour to know all about it – what it is, how it is treated and what the needs to be done to make it better or worse.
    • We expect you to ask questions about your health problems. 
    • We expect you to provide us with complete and honest information about your condition, so that we can support you in the best way possible 
    • It is also very helpful if you let us know what specific concerns, ideas and expectations you may have about your health.
    • We expect you to be involved in understanding your condition and in decision making about your health.
  2. Shared responsibilities demonstrated by
    • Taking responsibility for working collaboratively with the doctor/nurse/health professional for the health problem you would like to be addressed.
    • Taking responsibility for following lifestyle advice given to you, such as stopping smoking, weight loss, making diet changes and taking medications as directed etc.
    • Taking responsibility for following medical advice offered e.g. medication changes, doing requested tests, attending follow-up appointments etc
    • Taking responsibility for keeping appointments as scheduled.
    • Taking responsibility for following up on the results of investigations ordered by the GP. If your investigations were ordered by a hospital specialist, you need to follow up the results with them, not with the GP. 
    • Taking responsibility for any consequences that may occur if you do not take up the advice offered by the doctor/nurse/health care professional.
  3. Shared understanding of wider NHS pathways beyond Penrhyn Surgert, by appreciating that
    • Wider NHS system wide issues such as long waiting times for appointments and procedures can impact on the time spent waiting for care in secondary care settings. 
    • Penrhyn Surgery has little or no influence on the long waits for appointments or procedures in specialist (hospital or community) settings.
    • When you are referred to a specialist (hospital or community) setting, Penrhyn Surgery hands over that aspect of your care over to the specialist who becomes responsible for your care. All issues relating to that aspect of your care should be discussed with them. Ensure that you know their contact details (secretary, phone numbers and emails) for correspondence.
 

To summarise this collaborative partnership, we request that you kindly

  • Familiarise yourself with the Penrhyn Surgery Patient’s Charter.
  • Familiarise yourself with the Penrhyn Way, by reading our surgery policies which are available on the official surgery website.
  • Treat all surgery staff, fellow patients, carers and visitors politely and with respect. 
  • Clarify any aspects of your health care that you do not understand. 
  • Keep your appointments, however if you are unable to keep an appointment kindly inform us ahead of time so it can be offered to someone else. Appointments are a valuable resource in Primary care, and it will be a shame to lose it.
  • Abide by any management plans (medications, tests, follow up appointments) developed to help address your health problems.
  • Provide us with feedback about your experience at the surgery. Your feedback is invaluable in helping  us design a patient centred service that meets your health needs.