Yell & Fetlar Medical Practice Charter

We aim to provide the best possible quality health care to meet the needs of our patients.

This charter explains the standards you can normally expect from us and how you can best help us to achieve them.

What you can expect from us:

  1. Your telephone call will be answered promptly and politely.
  2. You will be greeted in a friendly, welcoming manner.
  3. The surgery premises will be clean, comfortable, suitable for wheelchairs and smoke free
  4. All information is treated in the strictest confidence – if you wish to speak to any member of staff privately, please ask.
  5. Your consultation with the doctor will only be disturbed in exceptional circumstances.
  6. If you wish to see a doctor for a non-urgent consultation, you will usually be offered an appointment to see an available doctor within 48 hours. If you wish to see a particular doctor, you will be given the next available appointment.
  7. If you need to see a doctor urgently, you will be given an appointment the same day.
  8. In an emergency, the doctor will decide the best course of action.
  9. You will normally be seen within 30 minutes of your appointment time.  However, unavoidable delays can occur and you will be informed if there is likely to be a delay.
  10. Your doctor will explain at the time of ordering investigations, when to attend or telephone for results, as some take a lot longer than others.
  11. Referral letters will be despatched within 72 hours of referral having been agreed between you and the doctor, urgent referrals will be despatched within 24 hours.
  12. Your have the right to access your medical records subject to certain limitations (Data Protection Act l990).
  13. Practice leaflets are available to all patients – please ask at the reception desk.
  14. Your medicines will be dispensed accurately and usually within 30 minutes of you seeing the doctor.  Repeat prescriptions require 7 days notice.
  15. In the interest of your health, it is important that you understand all the information given to you.  No care or treatment will be given to you without your informed consent, and any questions you may have regarding your health will be answered.

What we expect from you:

  1. You should arrive in good time for your appointment.  If your are late we will endeavour to fit you into a gap should one arise.  However, surgeries are very busy and this is not always possible, you may have to make a new appointment.
  2. If you are unable to attend, please notify us as soon as possible so that your appointment can be given to someone else.
  3. If you need a double appointment, please tell the receptionist at the time you make the appointment.  A normal single appointment is of 15 minutes duration.
  4. Each appointment is for one person only.  Please make a separate appointment for each person needing to be seen.
  5. Come to the surgery if possible.  The doctor can see 3 or 4 people in the surgery in the time it takes to make one home visit.
  6. If a home visit is needed please request it before 10.00am if possible.
  7. The telephone lines are always busy, especially in the mornings.  Please keep your calls brief.
  8. Please make sure that you do not run out of your medications and allow the appropriate time for repeat prescriptions to be dispensed.  Please avoid ordering repeat prescriptions on Saturdays.
  9. You will usually be able to speak to the doctor on the telephone if you wish.  The receptionist will advise you of a suitable time to call if the doctor.
  10. When the surgery is closed please only call the doctor if urgent attention is required.  He or she is on call every night and weekend, and on occasion has little sleep and is still at the surgery during the next day.  Only call if your problem cannot wait until normal surgery hours.

Remember, you are largely responsible for your own health and it is up to you to take the advice and action we recommend to you.

We are happy to receive your comments and suggestions about any aspects of the service we provide.

We have a Practice Complaints Procedure and if, unfortunately, you have reason to complain, please contact a member of staff or one of the doctors who will take the appropriate action.  You can make a complaint in person or in writing if your prefer.

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