Practice Charter

The primary health care team are committed to work together to provide the patient with the highest standards of medical care.

Our Commitment to You:

• Patients have the right to be treated with courtesy and respect.
• West End Medical Centre will endeavour to run surgeries efficiently, with patients being seen at their appointed time. If there is a delay due to a medical emergency the patients will be advised and offered the choice of seeing another doctor or making another appointment.
• Patients have a right to information about their health, such as:
  • The nature of their illness and its treatment
  • Alternative forms of treatment
  • The likely outcome of the illness
• Patients have the right to see their own medical records on written request in accordance with the Data Protection Act 1998. The practice will charge a fee.
• Patients registering with the practice will be offered a new patient medical with the practice nurse.
• West End Medical Centre will welcome any constructive suggestions or comments from patients in relation to the standard of service offered. These should be addressed to the practice manager.
• Patients who have a complaint or concern about the service received should address the complaint, in writing, to the practice manager. The practice complaints procedure forms part of an NHS System for dealing with complaints which meets the national criteria.

Patients Responsibilities

Your Commitment to the practice:

• Patients are expected to be courteous to the doctors and staff at all times. Please remember that the staff are following working practices as agreed by the doctors. Rudeness and aggressive behaviour will not be tolerated.
• Patients are expected to attend their appointments on time. If an appointment has to be cancelled please inform the practice as soon as possible.
• Patients must not expect the doctor to see more than one person at an appointment. If another family member needs to be seen a separate appointment must be made.
• Patients should consult the doctor at the surgery whenever possible. Home visits will only be made when they can be justified on medical grounds.
• Patients are requested to keep the practice informed of any change of name, address or telephone number so medical records can be kept up to date.
• Doctors reserve the right to accept any patient on to the practice list, and also to remove any patient from the practice list.