Practice Charter

The practice makes every effort to provide  a high standard of patient care and is continually looking for ways to improve patient services. We have listed below standards of service that you can expect from this practice. In return we ask you to co-operate with us by treating staff courteously

Standards of care

As an NHS patient registered with our practice you are entitled to:

  • Courtesy and respect from the staff
  • Privacy and confidentiallity when speaking to any member of staff
  • Access to a health service that is sympathetic and responsive to your individual needs within the resources available.
  • Be given an appointment the same day if you need to see a doctor urgently or as soon as possible
  • A clear explanation of any treatment proposed for you by our practice team
  • Expect your medicines to be reviewed regulary if you are receiving repeat prescriptions
  • Be referred to a consultant, acceptable to you, when your GP thinks its necessary and to be referred for a second opinion if both you and your doctor agree that this is desirable
  • Have access to your health records, as allowed by the Data Protection Act. Please write to the practice manager if you would like to see these or have copies made. There may be a small charge for this service
  • Have your telephone enquiries answered promptly and dealt with efficiently
  • Be informed of test, x-ray and outpatients results upon request
  • We will attempt to accommodate all appointment requests from patients
  • Registered patients aged 16 - 74 who have not been seen for three years may request a consultation
  • Registered patients aged over 75 years  who have not been seen in the previous 12 months may request a consultation. If you are unable to attend the surgery for this consultation because of your medical condition, a home visit may be arranged.
  • We will only restrict or withdraw your right to care in exceptional circumstances, for example if you behave in a manner considered unnacceptable.

How you can help us to help you

  • By treating all our staff, fellow patients, carers and visitors to the practice politely and with respect at all times
  • By giving the doctor all the relevant information about your condition and past medical history
  • By letting us know when you move address or change telephone number - we need to keep our records up to date
  • By keeping appointments or giving as much notice as possible if you have to cancel
  • By using your appointment for one person only
  • By not expecting a prescription every time you see the doctor - implementing our advice can be more effective than drugs
  • By giving 48 hours' notice before collecting repeat prescriptions
  • By remembering if you need a home visit to make your request before 10.30am
  • By calling the doctor (out of hours) only in an emergency and not for routine treatment, appointments or prescriptions
  • By not consuming alcohol, smoking or taking any form of non--prescribed medication or drugs whilst on the surgery premises
  • By understanding that if you display any aggressive, threatening or violent behaviour towards any member of staff employed by the practice or put any staff or members of the public in fear of their own safety, you will be removed from the practice list and the matter will be referred to the police.

You can help us by letting us know when you are not happy with the services we provide of if you have useful comments about how they can be improved. A suggestion box is available in reception for your contributions to improving our service.

CONCERNS

This practice has a system for dealing with your complaints. If you have a complaint about the service we provide, please contact Mrs Alison Davies, the practice manager or Mrs Petra Lavin, personnel manager. Your concern will be investigated and the practice will try and resolve your problem.

In the event that you are unhappy with the practice's response, you may take your case to:

The Concerns Team
Ysbyty Gwynedd Hospital
Bangor
Gwynedd
LL57 2PW
Tel: 01248 384194

The Public Service Ombudsman can also be contacted on 0300 790 0203.

CHAPERONE POLICY

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, ie a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking the appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However, occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

ZERO TOLERANCE

We fully accept that when people are unwell and possibly anxious they may well be more short-tempered than usual. However, there is no reason why our dedicated and loyal staff should tolerate unprovoked blatant rudeness, aggression and unreasonable demands. This policy is designed to protect the GPs and the staff at Pendre Surgery from the small minority of patients who are constantly rude, aggressive and demanding. We will have no hesitation in removing patients from our list who cannot demonstrate good manners and reasonable behaviour to our employees.

EQUALITY MISSION STATEMENT

The Practice is committed to ensuring that all our patients and staff are protected from unlawful discrimination.

Direct discrimination occurs where someone is treated less favourably and put at a disadvantage on discriminatory grounds in relation to his or her treatment. Direct discrimination may even occur unintentionally.

No patient will receive less favourable treatment on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.

No member of the practice's staff - GP, nurse, administration or reception staff will receive less favourable treatment from patients on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.

Any patient or employee who believes he or she may have been unfairly discriminated against is encouraged to use our Equality Policy.

Any patient who conducts himself or herself in a discriminatory manner (whether on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment) towards another patient or member of staff will be guilty of gross misconduct and will be dealt with according to our Equality Policy.

Any member of staff who conducts himself or herself in a discriminatory manner (whether on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment) towards a patient or member of staff will be guilty of gross misconduct and will be subject to the Practice Disciplinary Procedure.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

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.

Your Neighbourhood Professionals. Just a Click Away! Smith & Schwarz Opticians
Clayton Road, Mold, Flintshire, CH7 1SS
  • Telephone (01352) 759163
Website supplied by Oldroyd Publishing Group
Your Neighbourhood Professionals. Just a Click Away! Smith & Schwarz Opticians
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