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Our Patient Charter - “We believe you have the right to expect a quality service from us. We have developed the following standards for us to be certain that we are providing quality service for you. We will endeavour to meet these standards at all times. We may not always succeed, but we will always try”. Quality Standards We believe in good communication with both our patients and others involved in providing health care. We believe you should be treated with respect and dignity and in confidence. We believe that you should know the name of all members of the Primary Health Care Team who you are speaking to and the service you are to receive. We believe in acting promptly on any query or complaint you may have. We believe that you are an equal partner in the care you receive and so can make your own decisions about looking after yourself with guidance from our team. Appointments For urgent medical conditions appointments will be offered on the same day. For non-urgent conditions, appointments will be given within 1 working day with the first available doctor. Our appointment system opens a mixture of appointments each day for each clinician between 1 day in advance and up to 14 days in advance for GPs and 28 days for nurses. We will endeavour to see all patients within 30 minutes of their appointment. If we are unable to do this , an explanation will be given. Home visits will be made for patients who are too ill to attend surgery. If you are able to attend surgery, please do not ask for a visit. Out of hours – a service is provided for medical emergencies that cannot wait until the next surgery. Consultations – will be provided usually at 10-minute intervals. If you feel you need longer, let the reception staff know. Registering with the Surgery - Patients Permenantly living in area The practice serves the community of Cwmbran and some neighbouring districts (NP44 postcodes and some NP4 postcodes) . To register with the practice simply ask at reception at the main surgery or branch for NEW PATIENT forms. We can also send the forms to you on request. We will ask you to complete your details, and your medical notes will then be transferred from your previous GP as necessary. We will also ask you to complete a new patient questionaire which will help us summarise your previous medical history whilst we wait your records. You also will be offered a new patient health check. Patients who are newly registered, coming from EU or NON EU countries will be asked for proof of Identity to establish your rights to free NHS treatment. We can refuse registration onto the GP register on specific non discriminatory grounds, which will be made clear by the practice at the time in writing. Registering with the practice - Temporary visitors Patients temporarily residing in the cwmbran area can recieve treatment from the practice for a period of up to 3 months. Please explain this to the receptionist on registration. Repeat Prescriptions These will be available after 2.00 on the day following the request (Excluding Wednesdays,Weekends,Bank Holidays).
We will welcome comments and suggestions about the services provided by the practice. If you do have any complaints about anything you find unsatisfactory at the surgery please contact Andrew Langley, Practice Manager. Your Responsibilities To Us Are:- Help us to help you by keeping your booked appointment and informing us if you will be late or unable to attend. If you arrive late for your appointment it causes delays and inconvenience to other patients. The Health Care Team are committed to treat the patients with courtesy and kindliness. It is the responsibility of patients to reciprocate this commitment. We have a non tolerance policy towards patients who use abusive or violent behaviour towards members of the team. For the safety of patients and staff alike we will remove patients from the list, and if necessary involve the police. All patients are responsible for their own health and should take appropriate action with, where necessary, help and advice from the Health Care Team. Patients have the responsibility to provide the doctor, to the best of their ability, with details of past illnesses, medication, hospital admission and any other matters relating to their health An appointment is for one person only; when someone else needs attention then a second appointment is needed. Where out of hours visits are required, please ask for a night visit only when you feel it is truly necessary and home visits by the doctor when the patient are too ill to visit the surgery. Information C March 07 |