Practice Charter

Help Us To Help You

- Please arrive on time for your appointment.

- Please notify us as soon as possible if you are unable to keep your appointment. Someone else may need it.

- Please give enough notice when making a routine or follow-up appointment, especially if you wish to see a particular doctor, as it may not always be possible to accommodate such a request at short notice.

- Please do not bring another person with you for a separate consultation during your appointment time.

- Please notify us if you change address. Incorrect information may result in a visit to the wrong house, or inability to contact you with test results etc.

- Our reception staff are there to HELP you. Please try to be considerate and patient, because at times they are extremely busy, but will always do their best to assist.

Confidentiality

We ask you 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 multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

Comments & Suggestions

These are a good way for us to learn about steps we could take to improve our practice. If you have any comments or suggestions, please submit them in writing to the practice manager.

Complaints

If you wish to make a complaint please complete one of our forms (available from reception). Any complaint will be investigated by either the practice manager, her deputy or one of the doctors. You will recieve a reply in writing or by telephone in due course.

Alternatively, you may ask to speak to the practice manager/deputy practice manager, in which case they will try to see you as soon as possible.

If you are unsure whether you want to make a complaint but would still like to resolve an issue, you can call the Community Patient Advice and Liaison Service (PALS) on 0800 015 1548. This service can help you with advice, information and support.

All complaints are dealt with by invoking our in-house complaints procedure. For further details ask at reception.

Zero Tolerance

Staff treating patients have a right to work free from any form of threats, fear, abuse or violence. The GP practices in Gloucestershire have agreed a Zero Tolerance Policy. If any patient is abusive or violent towards any member of staff or any other persons on the practice premises, the practice retains the right to have that patient removed from our list. Depending on the gravity of the incident, a patient who is verbally rude or mildly abusive may be given a 'Yellow Card' as a final warning.

Any further incident will result in a 'Red Card' with the patient being removed from the practice list.

Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.