Practice Charter

We aim to provide you with the best possible health care. We listen to and take account of your views in the running of the practice. In this practice doctors, nurses and all support staff work as a team. We are committed to meeting your needs at the appropriate time and place. In an emergency, medical treatment or advice is always available.

In addition:

• we try to arrange an appointment with the doctor of your choice. However, you can see any of us for a routine consultation.

• we will ensure privacy and confidentiality when you speak with the doctor or other team member. This may mean that we cannot discuss a patient’s medical details with another member of the family without consent.

• health promotion and general information is available and displayed on the practice premises, supporting the advice we provide to you.

• for emergencies outside surgery hours you can contact a doctor by making no more than two telephone calls.

• repeat prescriptions are normally available for collection (from the surgery) in 2 working days of the request being received.

• as part of our health promotion policy, the surgery premises are designated a “No Smoking Area”.

• the doctors and nurses are happy to speak to you by telephone at a mutually convenient time.

• we will explain clearly how and when you can obtain the results of any tests we arrange for you.

• if you have any special needs or difficulties, please discuss them with a doctor or other member of staff, and we will do our best to make appropriate arrangements.

You can help us to help you in our aims:

• please make every attempt to attend the surgery;

• a home visit takes far more time, without surgery facilities and medical records not usually available. Therefore the doctor reserves the right to decide whether or not a home visit is appropriate.

• if you require a home visit try to telephone your request before 11.00am so that we can plan our rounds.

• if you require a home visit, be prepared to give as much information as possible so that we can decide the appropriate action and plan visits in order of priority.

• ask if you are unsure about anything you have been told.

• let us know as soon as possible if you cannot attend the surgery for your appointment, the time can be given to another patient.

• don’t leave your request for a repeat prescription until the last minute, let us have your written request in good time.

• for minor illnesses, your local pharmacist can offer sound advice - he can often suggest medications without the need to attend the surgery, he may advise you to contact us.

• tell us when you change your address or other personal details.
   

Remember, the person with the most responsibility for your own health is YOU

If you wish to make a complaint:

We always try to give you the best services possible, but there may be times when you feel this has not happened. This section explains what to do if you have a complaint about the services we provide for you.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and if necessary, put right any problems you have identified or mistakes that have been made.

If you use this procedure it will not affect your right to complain to the Flintshire Local Health Board (FLHB) if you so wish. The appropriate contact addresses for the FLHB and the Community Health Council (CHC) are printed at the end of this procedure. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.


Informally

Just talk to a doctor or member of staff.

OR

Formally

Please write to our practice manager.
He will take full details of your complaint and decide how
best to undertake the investigation.

We think it is important to deal with complaints swiftly so you will normally get a response within 3 working days. Occasionally, if we have to make a lot of enquiries, it may take a little longer, but we will keep you informed.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, at the end, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

Flintshire Local Health Board
Preswylfa
Hendy Road
MOLD
Flintshire LL11 1EQ

Clwyd Community Health Council
Egerton House
Rhosddu Road
WREXHAM
CH7 1PZ