Guardian Medical Centre

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Practice Policy

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you.

1. You will be treated as a partner in the care and attention you receive.

2. You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.

3. Following discussion you will receive the most appropriate care given by suitably qualified people. No care or treatment will be given without your informed consent.

4. We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your care and treatment.

5. It is our job to give you treatment and advice. In the interest of your care and treatment it is important for you to understand all the information given to you. Please ask questions if you are unsure of anything.

6. We need help too. Please ask for a night visit only when you feel it is really necessary and for home visits by the doctor only when you are too ill to visit the medical centre.

7. Please do everything you can to keep appointments; tell us soon as possible if you cannot attend. Be prepared to provide information about your past illnesses, medication, hospital admissions and any other relevant details.

8. We will provide you with information about how to make suggestions or complaints about the care and treatment we offer. We want to improve services, and will therefore welcome any comments you have.

9. While we undertake to treat you with courtesy and respect we expect that you will reciprocate by treating our staff in the same manner.

WE WILL ENDEAVOUR

- To see urgent cases on the same day.

- To keep you waiting to see the doctor no longer than 20 minutes after your appointment time. Should you be waiting longer than 20 minutes you will be informed by the receptionist of the circumstances.

- To keep you waiting no longer than 48 hours for a repeat prescription.

COMMPLAINTS/SUGGESTIONS

We aim to provide a high quality service and would be very interested in hearing your views on the service we provide, or any ideas you may have on how our system can be improved. Please discuss your suggestions with the practice manager or the office manager. Furthermore, if you are unhappy with any aspect of our service the practice operates an ‘in-house’ complaints procedure. 

If you have a complaint of either an administrative or medical matter please ask to speak to our complaints officer. The matter will be investigated and you will be kept informed on the outcome. Lessons can be learned from issues and services improved.

COMPUTER

The practice computer system is registered under the Data Protection Act and strict confidentiality is maintained.

CONFIDENTIALITY

All staff are bound by strict rules of confidentiality.



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. This scheme is available from reception. ZERO TOLERANCE We maintain a zero tolerance policy towards aggressive or abusive behaviour to our staff.