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Patient Charter

As a patient focused Practice, Kingswood Surgery Doctors and staff are committed to;

  • Dealing with everyone equally well
  • Providing the highest possible level of care
  • Supplying relevant and helpful information about our services
  • Encouraging the promotion of good health

We work to the following Quality Standards;

  • We will respond rapidly in an emergency and prioritise any urgent medical problems.
  • A Duty Doctor is available daily to deal with urgent medical problems, patient queries and concerns
  • We will be courteous and do our best to assist you
  • We will protect confidential information given to us
  • We care about you and endeavour to provide the most appropriate health care available for you
  • We will consider every patient as an individual
  • We will treat all patients with compassion and respect
  • We will do our best to accommodate any request within the financial, resource and service restrictions under which we must operate

Help us to help you by;

  • Arriving in good time for your appointment
  • Cancelling an unwanted appointment as soon as possible
  • Requesting repeat prescription days before they run out
  • Being patient and courteous
  • Understanding the Practice is busy and Drs and staff are doing their best to assist all patients

We are interested in our patient’s opinions and your feedback is welcome and useful. Please use the ‘Suggestions’ drop box in the ground floor foyer to give us feedback, make constructive criticism or any positive suggestions.

(Please speak to a member of staff about the separate Complaints procedure for any serious concerns).

We greatly appreciate your positive feedback and this is always communicated to Practice staff.

Freedom of Information Act 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.

Access to Health Records

You have the right to access your own medical records, subject to the limitations of the law under the Data Protection Act 1988. There is a charge for this. Please ask to speak to the Practice Secretary regarding this.

Staff Protection

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service. The staff in this practice have the right to do their work in an environment free from such behaviour and everything will be done to protect that right.

At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.

Training of Healthcare Professionals

We undertake teaching and training of qualified doctors and healthcare professionals. Sometimes trainees are present to observe qualified staff. You would be asked if you agree to their presence. You can decline at any time without it effecting your care in any way.

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