Patient Charter

• • Patient Charter

In line with the Patients' Charter, Peel Croft Surgery pledges:

Members of staff will at all times act courteously towards you. They will protect patient confidentiality.
They will wear a name badge in order to identify themselves.
Normally you will not have to wait any more than 48 hours to see a doctor except for unforeseen circumstances. However, if you wish to see a specific doctor there may be a longer wait, but this will be explained to you when you request your appointment.
In an emergency, you will be seen by a doctor on the same day.
The doctors/nurses will see you within twenty minutes of your appointed time. If there is a delay, you will be given an explanation by a member of staff.
There may be a delay of more than twenty minutes to see the nurse. This is because the procedures carried out by nurse can be time consuming. However, you will be kept informed.
At the ante-natal clinic, in spite of the appointment system, there might be a delay of more than twenty minutes because of extensive careful checks given by the doctor or midwife.
The telephone in the surgery will be answered as promptly as possible.
Repeat prescriptions will normally be available the following day after 12 noon.
Any complaints will be dealt with quickly by the practice manager and/or doctor.
We will listen to constructive criticism and suggestions. We have a feedback form available on the website and a suggestion box in the surgery waiting room.

With these rights come responsibilities and for patients this means:

Please be courteous to our staff.
Please attent appointments on time. If you cannot attend, please let the receptionist know, so that the appointment can be given to another patient.
Please be patient if we are running late. On another occasion it may be you who needs the extra time.
If you need a home visit, please telephone before 10.00am except in emergencies.
If you have any investigations, (blood, urine, x-ray, etc.) please ask the doctor what arrangements you should make for results. Telephone calls for results can only be taken after 11.00am.
Please do not ask for medical advice from our receptionists, or ask them to break the confidentiality rules by asking for information about family members.
If you change your name, address or telephone number, please let us know.
Please return any surgery equipment, books or tapes when finished with, so we can lend it to other patients.
Because of the minimal space available, car parking is strictly limited to the time you spend in the surgery.
In summary, the range of services that we offer has expanded over the years. Please help us by using these appropriately.
Please let us know about the service you receive. This will help us improve our service to you and others.

Thank you.