Practice Charter

Practice Charter

Patients' Rights to General Medical Services

- To have appropriate drugs and medicine prescribed.

- To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.

- To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.

- To choose whether to take part in research or medical student training.

- To receive a copy of their doctor's practice leaflet, setting out the services that he or she provides.

- To receive a full and prompt reply to any complaints they make about the care they receive.

Our Philosophy

Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us. We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence. We are dedicated to ensuring that practice staff and doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

Practice Charter

- You will be treated with courtesy and respect by all practice personnel.

- An urgent appointment with a doctor or nurse practitioner will be available on the same day.

- Our standard is to see 80% of patients within 30 minutes of their appointment time. If you have waited longer than this please ask the receptionist for an explanation.

- Appointments may be made by contacting the Practice by telephone or by registering for and using the Medical Practice's Online Services.

- We aim to answer the telephone within ten rings.

- An appointment with a practice nurse will be available within four working days.

- In normal circumstances requests for repeat prescriptions will be dealt with by the end of the 4th working day following submission. This can be in person or by registering for and using the Medical Practice's Online Services.

- All comments and suggestions about the service are welcome. Please use the box provided in the waiting area. If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.

- We wish to make Steyning Medical Practice as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.

Patients' Responsibilities

- If you are unable to attend for an appointment please let us know so that we can offer it to someone else. If you receive appointment reminders by SMS you can simply reply with the word 'cancel'.

- If you are late for your appointment you may be asked to re-book at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.

- A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the Practice before 10:30am if at all possible.

- An urgent appointment is for an urgent medical problem. Please speak to a secretary if you require a sick note.

- We would ask you to be patient if the doctor is running late. This is usually due to clinical reasons or unforeseeable emergencies but please feel free to ask for an explanation from the receptionist.

- Make a separate appointment for each patient that needs to be seen. This allows the doctor enough time to treat each patient with the time that they deserve.

- Please act in a responsible and courteous manner whilst on the practice premises for the safety and comfort of others.

- Please treat all practice staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another GP practice if this behaviour occurs.

Violent Patients

The practice supports the government's 'NHS zero tolerance zone' campaign. Violent patients will be reported to the police and struck off the GP's list. GPs and staff have the right to care for others without fear of being attacked or abused.

Our full Practice Charter can be downloaded here.

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