Patient Charter

Aims and Objectives

At The Berwick Surgery we aim to provide our patients with the best quality care. Our charter is a statement of what you can expect from the practice and what we feel we can expect from you in return.

Your rights as our patient:

We are committed to giving you the best possible service we can achieve by working together.

You will always be treated with courtesy and respect.

You will always be offered the treatment we believe is appropriate for you, by a suitably qualified person.

We will provide Information about our services in our practice booklet and through our staff.

We will make every effort to see you promptly, but this may not always be possible. Medical emergencies will receive immediate attention and there will be a duty doctor available each working day for urgent problems.

We will offer you an appointment with a doctor within two working days whenever possible. If the doctor you prefer is not available, we will arrange for you to see another doctor. You will be seen by a doctor on the same day if this is appropriate, although we cannot guarantee you will be seen by a particular doctor.

Emergency cover will be available at all times outside normal surgery opening hours and can be accessed by telephoning 0845 750 496.

Medical advice is available 24 hours a day from NHS 111 on 0845 4647

We will tell you when the results of tests and X-rays are likely to be available and how to obtain them.

Repeat prescriptions will normally be available for collection after two working days.

We will strive to promote good health through advice and preventative medicine.

We will respect your rights of confidentiality and access to your medical records, within the law.

We will try to deal at once with any problems or complaints which you bring to our attention and welcome your suggestions for improving our service to you.

What you can do for us:

You are partners in the care you receive and we ask you to accept your own responsibilities in return.

Please treat your surgery staff with due courtesy and respect.

If you are unclear about your treatment please ask. Try to follow any medical advice given you.

If you need a home visit, if possible please telephone before 10.30am.

If you wish to speak to a doctor please telephone before 10.30am to book a telephone consultation.

Only ask for urgent appointments, emergency consultations or home visits when appropriate.

Let us know as soon as you can if you cannot keep an appointment..

Whenever possible please request repeat prescriptions using the slip on your prescription form. It may be sent by post enclosing a stamped self-addressed envelope or dropped into the prescriptions post box in the surgery foyer, or left at your pharmacy for collection after two working days. You may also use the online service on this website. Please note we do not accept repeat prescription requests over the telephone.

Please respond promptly to any letters we may send to you.

Be understanding when your own consultation is delayed by someone else's unexpected emergency.

Many illnesses can be prevented through healthy living. Please ask us for health promotion advice.

Screening programmes are invaluable in the early detection of certain illness. Please take advantage of them.

Suggestions / Complaints

We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements.

The Berwick Surgery has a patient group. If you have a suggestion, you may wish to post it in the patient group box in reception which is cleared weekly. Alternatively. if you would prefer to discuss your issue, please ask to speak to the Practice Manager.

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