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Practice Charter

This practice aims to provide quality healthcare to the communities around its Great Massingham and Docking surgeries. The formal terms of service the doctors provide are determined by the Department of Health, but we would like to outline some of the informal aims and expectations of the relationship between the patient and the provider of this service.

The patient can expect:

  • Courteous and attentive care.
  • Confidentiality.
  • Routine access by appointment to a doctor or nurse of their choice.
  • 24-hour availability of urgent service.
  • Provision of treatment and referral as deemed appropriate.
  • Explanation of conditions and treatment.
  • Provision of advice on health promotion and disease prevention.
  • Access to their medical records made after 1 November 1991 (subject to statutory conditions).
  • To have criticisms/complaints investigated and to receive a written response.
  • To move their care to another practice freely.

The doctors and members of the health care team can expect:

  • Patients to use the services in a thoughtful and responsible way, mindful of the needs of others.
  • Patients to accept urgent care from the available appropriate person.
  • Patients to attend for appointments unless genuinely unable to do so.
  • To receive requests for non-urgent visits by 10.30am.
  • To receive 48 hours' notice (ie two working days) for repeat prescriptions.
  • To reserve the right to ask patients to find alternative care.
  • To carry out their duties in an environment where abuse or violence directed towards the doctors, staff or other patients will not be tolerated.

We hope our aims meet patient expectations, and that patients aim to meet our expectations, thereby leading to a harmonious and mutually beneficial relationship.

Your Rights and Responsibilities

You have a right to be seen by a GP within 48 hours and a practice nurse within 24 hours. In meeting the timings set out above we will not be able to guarantee that you will be able to be seen by the doctor of your choice.

While you have rights of access to a GP or other health professional within a specific time limit, you also have a responsibility to keep any appointments that you make, or to let the practice know in sufficient time (where practicable) that you are unable to keep your appointment so that your appointment can be given to another patient.

Keep your appointment or cancel it!

Chaperone Policy

There are occasions when patients need to be examined by a Clinician which may involve intimate examinations. A chaperone provides a safeguard for patients during such an examination or consultation and protects against verbal, physical, sexual or other abuse for both patient and clinician. A Clinician has the right to request a chaperone if they feel it necessary.

This practice is committed to putting patients at ease wherever possible. If you wish a chaperone to be present during an examination please do not hesitate to ask a clinician. It may not be possible for such a person to be provided immediately and you may have to return for the examination to be carried out at a mutually convenient time.

Trust is important in the relationship between Clinician and patient and we would at all times wish you to feel able to ask for a chaperone. It is the policy of this practice to respect the privacy, dignity, cultural and religious beliefs of our patients.

Freedom of Information - Publication Scheme

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 the practice intends to routinely make available.

Click here to download the Practice's Publication Scheme in Word format or Click here to download it in plain text format.

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