Practice 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.