Practice Charter
The practice will ensure that:
• You will have contact with a doctor or nurse practitioner for urgent
conditions on the same day that you request assistance.
• You will have the opportunity to book appointments for non-urgent conditions
more than 48 hours in advance.
• You will be seen by the doctor of your choice, unless you agree to an
earlier appointment with another doctor, or unless the doctor of your choice
is away on holiday or sick leave.
• Repeat prescriptions should be available within 48 hours of your request.
• You will be advised of the system for handling any suggestions or complaints
that you may have.
• There is adequate provision for access to the building for elderly or
disabled patients.
• All aspects of your visit will be dealt with in the strictest confidence
and you will have complete privacy if this is required.
• All practice staff will wear a badge so that their name is known to you.
• If a test produces an abnormal result, of which the doctor feels you
should have early notification, the practice will contact you within one week
of the arrival of the test report.
• Details of all health promotion programmes will be widely advertised
within the practice.
• Services for particular patient groups will be explained to you if you
are eligible.
• All practice staff are committed to, and fully involved in, continuing
post-graduate education and training generally.
• All practice staff are committed to maintaining good quality communication
with other agencies that may help you regarding your health.
Patient Confidentiality
We respect your right to privacy and keep all your health information confidential
and secure. It is important that the NHS keeps accurate and up-to-date records
about your health and treatment so that those treating you can give the best
possible advice and care. This information is only available to those involved
in your care and you should never be asked for personal medical information by
anyone not involved in your care.
You have a right to know what information we hold about you. If you would like
to see your records, please call our reports clerk on 020 8953 7666 and she will
be able to talk you through the steps involved. Please be aware there is a charge
for this service.
Suggestions & Complaints
Fairbrook Medical Centre aims to give a professional and friendly service
to all our patients. However, if you have any constructive suggestions or complaints
about any aspect of our service, please do let us know. You can write to either
our practice manager, Mrs Brenda Stephens, or our deputy practice manager, Mrs
Michele Cain outlining your area of concern. Alternatively, you can use our Suggestions
Box in the main reception area or contact the PCT to offer your point of view.
Patients with particular needs
The surgery is accessible to patients using a wheelchair. We also have two
parking spaces in our car park which are reserved for patients displaying a disabled
sticker. If you do not own a disabled sticker please do not park in these spaces.
Baby changing facilities are also available.
Freedom Of Information
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 that
the practice intends to routinely make available. This scheme is available to
download from our website. For further details on the scheme contact the practice
manager, Brenda Stephens.
Violent or Abusive Behaviour
We aim to treat our patients courteously at all times and expect our patients
to treat our staff in a similarly respectful way. We take very seriously any
threatening, abusive or violent behaviour against any of our staff or patients.
If a patient is violent or abusive, they will be warned to stop their behaviour.
If they persist, we may exercise our right to take action to have them removed,
immediately if necessary, from our list of patients.
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