Practice Charter

Practice Charter Standards

You will be treated as a partner in the treatment you receive. Being a partner means you have responsibilities to the practice team and to the other patients who need our time.
Please use the system properly - it is to the benefit of everyone.
You will be dealt with as an individual. All dealings with the practice are confidential. You will be expected to treat the doctors and staff with courtesy and respect.
For routine matters you will be able to see the doctor of your choice, or nurse wherever possible.

You will be offered assistance on the basis of your clinical need.

Priority will be given depending on the demands at any given time.

Urgent matters will be dealt with by the first available doctor.
Familiarise yourself with the way the practice works.

You may not always need to see the doctor. We have other staff available to help. Remember that time has to be given where it is needed most. Don’t abuse the system by taking up appointments for trivial matters or imply that something is urgent if it is not. Please consider other patients’ needs.
Appointments system:

We will try to keep your appointment time. If there is a significant delay you will be entitled to an explanation
Please keep your appointment. If you cannot, inform us as quickly as possible so that the appointment is not wasted. All patients would wait less if this principle was followed.
Appointments are for one person only. If your problem is complex or you have more than one problem, please make a longer appointment.
You will be given priority in an emergency day or night. You should not use the emergency provisions for non-urgent matters - this diverts the doctor. One day it may be you or a close relative who needs the doctor urgently. We can’t be in two places at once!
Home visits:

You will be seen at home when the doctor thinks you are too ill or infirm to travel to the surgery.
Please request home visits before 10.00am unless it is an emergency. Only request a home visit if there is a real need. Do not be offended if you are offered a surgery appointment as an alternative. You can generally be seen more quickly at the surgery and more patients can be seen if the doctor does not have to travel.

We are not obliged to make visits because you have no transport.
Out of hours 6.00pm - 8.00am and weekends:

A doctor is on duty 24 hours a day, 365 days a year for urgent problems
Each doctor regularly covers duties of 100 hours per week. The doctor does not get time off after being on duty throughout the night. Do not call out of hours for trivial matters.
We will try to answer the telephone promptly.
We will provide a telephone line exclusively for repeat prescription requests.

We will provide a computerised repeat prescription service.
Please do not spend too long on the telephone as others may be waiting. Avoid calling during the peak morning time for non-urgent matters. The telephone line for repeat prescriptions will only be answered between 1.45 and 4.30pm, Monday to Friday.

Please allow two working days for your request to be processed.
If you have undergone a test you will be informed of how and when to obtain the result. Results take time to reach the practice; please don’t ring before you have been asked. Enquiries about tests ordered by a hospital should be directed to the hospital.
Information on services is available on this website or by asking a member of our reception team. Please read the information on this website and keep the site bookmarked for reference in the future.

Data Protection Act

The practice is fully computerised. All information held on the computer is kept in accordance with the Data Protection Act. This information is also stored on magnetic tapes, which, for security reasons, are kept off site. The practice is occasionally requested to become involved in important NHS and ethically approved research. All data used is confidential and protected under the Data Protection Act.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

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.

Publication of GP's Earnings

NHS England require that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown below. However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used for any judgement about GP earnings, nor to make any comparisons with other practices.

The average earning for GPs working in the Carmel Medical Practice in the last financial year was £103,063 before taxation and National Insurance. This is for 3 full time GPs and 3 part time GPs who worked in the practice for more than 6 months.


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