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Practice Charter

ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.

Surgery Premises

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.

Data Protection

The Panton Practice takes their responsibility to Data Protection very seriously. Our policies have been reviewed and updated in line with the General Data Protection Regulation 2018 and the Data Protection Act 2018. Our information and policies are available on our website - the main information is included in the Patient Privacy Notice, but other policies go into greater detail. Please contact Jo Legrave, the Practice Manager, if you require any further information or wish to discuss any data protection matters.

Repeat Prescriptions

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.

Referrals

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.

Appointments

ROUTINE APOINTMENTS

We provide routine appointments that are bookable 5 weeks in advance, the reception team will ask If you are happy to give the reason for the appointment, this has been requested by the GP as this gives them an idea prior to your appointment. Also, in the event of having to cancel your appointment the GP's clinic can be triaged and dealt with accordingly. 

We do also offer routine telephone consultations that can be booked if you feel the reason for contacting the GP can be dealt with over the telephone. The telephone consultation will be booked for a specific day but unfortunately a time cannot be given for when the GP will call, this call is carried out some time throughout the day up to 7pm. Please be available throughout the day to take the call, which will come through as a withheld number. 

URGENT APPOINTMENTS

Our Nurse Practitioners see acute urgent problems on the day at our Gervis road surgery. These are by appointment. If you feel you need to be seen on the day, please call 01202 411700 from 8am.  Outside of these Nurse Practitioner appointments, your call will be added to our duty doctor who will triage the problem via a telephone call, if following this call, you are required to be seen the duty doctor will arrange this, this may either be at the surgery or at the urgent treatment centre within the Royal Bournemouth Hospital. 

OUT-OF-HOURS APPOINTMENTS

For out of hours assistance dial NHS 111 and for true life-threatening emergencies dial 999.  The Out-of-Hours service is for problems that cannot wait until the surgery reopens. A weekend walk-in service is provided at the Boscombe and Springbourne Health Centre, Palmerston Road, Boscombe. From 8.00am - 8.00pm Saturday and Sunday only. Appointments are allocated on arrival.

TRAVEL APPOINTMENTS

We offer a complete travel vaccination service to our registered patients.  Please see our website for the relevant forms or collect them from reception. Please complete the form and hand it in as soon as you have booked your holiday. You may need a course of vaccinations to get the best protection, so please allow plenty of time. We may not be able to accommodate last minute requests, and you may have to go to a private provider. Not all vaccinations are available on the NHS. We can advise you of the cost of theses vaccinations – payment is by cash or cheque at the time of vaccination.

Home Visits

The practice policy for home visits is shown on the Home Visits page

Patients' Responsibilities

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.
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