ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.
Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled, within the limitations of the space available.
Patients’ Rights To General Medical Services
Patients have the right to:
- be registered with the practice if resident within the agreed practice area
- express a wish to be seen by a particular doctor
- be offered a health check on joining the practice
- receive emergency care at any time from the practice
- receive appropriate drugs and medicines
- be referred for specialist or second opinion if they and the GP agrees
- view their medical records, subject to the relevant Acts, and to know that those working for the NHS are under a legal obligation to keep the contents confidential.
Accessing Medical Records
The practice will assist any patient wishing to have access to their own medical record, subject to the relevant Acts. A fee will be payable.
The patient’s doctor will be available by appointment to explain medical terminology within the legal timescales.
Changes To Procedures
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by display on our waiting room notice board, individual leaflets or by clicking the practice news button above.
The procedure for obtaining repeat prescriptions can be found on this link to the Repeat Prescription. Prescriptions will be available from the reception desk. 48 hours' notice (two working days) is required for a repeat prescription.
Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.
Practice Equipment Fund
The Panton Practice maintain an “Equipment Fund” for donations, for which we are most grateful. The fund is used to help purchase expensive new equipment to improve the service we can offer to our patients.
Transfer Of Medical Records
The practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and on the same day if the request is urgent.
Privacy And Confidentiality
We will respect our patients’ privacy and confidentiality at all times.
With A Doctor
We offer a combination of routine, telephone and urgent appointments as required. Patients may also request a telephone advice only call from a doctor, either in the morning or the afternoon. The reception staff will not be able to say an exact time. If all the advice slots are full on any one day you may opt for another doctor or book for another day.
WE NO LONGER OPERATE A SIT & WAIT CLINIC AT EITHER SITE.
Instead, we now have Nurse Practitioner Clinics at Gervis Road Surgery only. These are by appointment which are bookable each morning, and are for URGENT on the day matters. Please make an appointment by calling 01202 411700, you can ask the Receptionist for further advice, however, the Nurse Practitioners are able to treat a wide variety of ailments without the need to see a GP. They are also able to issue prescriptions.
With A Practice Nurse
For routine appointments we will endeavour to offer an appointment within five working days.
The practice policy for home visits is shown on the Home Visits page
In return for the standards of care and treatment offered by the practice, we hope and expect our patients to observe the following:
- To treat our staff with courtesy at all times.
- To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
- An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.
- Routine appointments are for 12 minutes only. If you have more than one problem please make this clear to reception and request a double appointment.
- You are requested to inform reception in advance if you cannot attend for your appointment.
- You are asked to keep the surgery informed as your contact details change.
- Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
- When patients are asked to give 48 hours' notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
- Out-of-hours calls (eg evenings, nights and weekends) should only be requested if they are felt to be truly necessary.
How To Help Your Surgery
Here are a few practical things on a range of issues to help us to help you:
- If you are asked to provide a specimen at any time please ensure you leave your FULL NAME and date of birth for clear identification with the specimen.
- The Lead Nurse will also take telephone consultations. This is particularly helpful for initial travel consultations. Ask at Reception.
- Ears - we recommend using oil for 10 days without cotton wool prior to your appointment for ear syringing.
- Influenza immunisation appointments will be available during the month of October each year - put a note in your calendar.
- We do need up-to-date telephone contact details including a mobile number if you have one.
- Please, when waiting in reception, take a look at the patient information display that provides further information on the services available at this practice.
- We do produce a Newsletter several times a year to try to keep you up to date on news and current issues. Please feel free to take a copy.