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Surgery
Charter |
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From the Primary Health
Care Team |
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The Primary Health
Care Team includes all the professional and
administrative staff
working in or from Hanham Surgery.
WE AIM TO PROVIDE YOU WITH
THE BEST POSSIBLE CARE
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ACCESS |
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Reception |
Reception is the link
between you and our Practice Team.
You will be welcomed and dealt
with as soon as possible. |
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Appointments
and
visits |
Medical emergencies will
be dealt with immediately, either in the surgery or with a visit at
home. Urgent requests will be seen on the same day. We aim to
provide routine appointments every day and some appointments
bookable up to one week in advance. Patients will not be kept
waiting more than 30 minutes without an explanation. You will
receive a necessary home visit on the day that it is requested. The
practice belongs to a local GP co-operative, Frendoc, which provides
the out of hours emergency service.
Help us to help
you. Your appointment is for 10 minutes, but you can make
a longer appointment if necessary. If you cannot keep your
appointment, please let us know. Home visits are meant for those
patients who are too ill to be brought to the surgery. If a home
visit is necessary, please try and make a request before mid-day.
Please seek out of hours advice only if the problem cannot wait
until the surgery is next open. |
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Telephone |
The telephone will be
answered as soon as possible and the receptionist will try to deal
with your enquiry efficiently. The doctors and nurses are able to
give telephone advice. A receptionist will advise you as to the best
time to phone. If you have to make more than one call to the
Practice, we will call you back.
Help us to help
you. The telephones are often very busy in the morning with
patients booking appointments. Please be patient. If possible, avoid
phoning with enquiries before
11.00am.
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Physical
Access |
There is car and cycle
parking. The practice is readily accessible and provides facilities
for the disabled. There is a visual and audible call system and the
rooms are clearly signposted. There are baby changing facilities. If
you need help with access please ask the
receptionist.
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SERVICES |
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Prescriptions |
Routine repeat
prescriptions will be available within two working
days.
Help us to help you. Where at all
possible, please bring or send your repeat prescription slip to the
surgery or the pharmacy of your choice. We do not accept telephone
requests for repeat prescriptions. |
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Results |
You will be told how to
obtain the results of any test at the time they are taken. Results
will only be divulged to the patient, or in the case of children,
their parent or guardian. Results cannot be given to the patient
until they have been seen by the doctor or nurse who requested them,
and this can add to any delay.
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GENERAL |
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We will do our best
to ensure that you are treated courteously and efficiently. We are
all aware of the need for confidentiality. If you wish to discuss
something of a private nature at Reception, please let the
receptionist know and a separate room can be made available. We aim
to provide easy access to the doctor of your choice and continuity
of care across the practice team. This building meets all current
safety regulations. The Practice adheres to the Health and Safety at
Work Act. As a Practice , we are committed to ongoing professional
training for all staff.
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Communication |
A Practice Leaflet and
our website is available with details of services provided by the
practice. We would welcome suggestions and feedback about our
services. We have a procedure for making comments, complaints and
suggestions to any member of the Team or to the Practice Manager.
All complaints will be acknowledged and a formal response made as
soon as the circumstances of the complaint have been investigated.
This will not prejudice your right to make a formal complaint to
Avon Health. |
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Zero Tolerance
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Hanham Surgery is an NHS
Zero Tolerance Zone. The Government is determined to ensure that
staff who spend their lives caring for others are not rewarded with
intimidation and violence. 'Violence' means any incident where staff
are abused, threatened or assaulted in circumstances related to
their work, involving an explicit or implicit challenge to their
safety, well-being or health. The definition is not subjective - it
is what is meant by 'zero tolerance'. Individuals behaving violently
towards staff will be reported to the
police. |
