Penrhyn Surgery’s Patient Charter
Fair Safe Responsive Care
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 feel we can 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 always 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 in our practice booklet, website and through our staff.
- We will make every effort to see you promptly, but this may not always be possible. Medical emergencies will receive immediate attention and there will be a duty doctor available each working day for urgent problems.
- Medical advice is available 24 hours a day by dialing 111 for the NHS 111 service.
- We will tell you when the results of tests and X-rays 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 after two 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 you can do for us:
- You are partners in the care you receive and we ask you to accept your own responsibilities in return (for example, be compliant with your medication, attend hospital appointments)
- Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted,
- If you are unclear about your treatment please ask. Try to follow any medical advice given you.
- If you need a home visit, if possible please telephone before 10.30am.
- Only ask for urgent appointments, emergency consultations or home visits when appropriate.
- When you have an appointment, it is essential that you attend, you should let us know as soon as you can if you cannot keep an appointment.
- Please telephone between 2.00 and 4.00pm to obtain the results of test and X-rays results.
- Whenever possible please request repeat prescriptions using the slip on your prescription form. It may be sent by post enclosing a stamped self-addressed envelope or dropped into the prescriptions post box in the surgery foyer, or left at your pharmacy for collection after three working days. You may also place your request online using the link on this website to Patient Access.
- Please respond promptly to any letters or texts we may send to you.
- Be understanding when your own consultation is delayed by someone else's unexpected emergency.
- Many illnesses can be prevented through healthy living. Please ask us for health promotion advice.
- Screening programs are invaluable in the early detection of certain illness. Please take advantage of them by attending any invitations or requesting removal from their recall invitations.