The Surgery

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YOUR DOCTOR’S RESPONSIBILITY

To treat you with respect and courtesy at all times.
To treat you as an individual, and to discuss with you the care and treatment we can provide.
To give you full information on the services we offer.
To give you the most appropriate care by suitably qualified staff.
To provide you with emergency care when you need it.
To refer you to a consultant acceptable to you when necessary.
To give you access to your health records, subject to any limitations in the law.
To hold all information in the strictest confidence.
To give you a full and prompt reply to any complaint you may make about our service.

YOUR RESPONSIBILITIES AS A PATIENT

To check the results/outcomes of any investigations including test results, x-rays, ultrasound scans etc.
Not to expect a prescription from every consultation with a doctor.
To take responsibility for your own health and to follow advice from doctors and nurses.
Advise the practice if any prescribed medication or course of treatment is not working as explained by the doctor or nurse.
To take medication according to the instructions, keep follow-up appointments and attend for screening procedures.
To ask for a home visit only when the patient is unable to attend through illness or infirmity.
To ask for an out-of-hours visit only when necessary.
To treat all the staff at the surgery with respect and courtesy at all times.
To keep your appointments and contact the practice in advance if you cannot attend for any reason.
To notify us promptly when you change your address or telephone number.

COMMENTS & SUGGESTIONS, ISSUES & CONCERNS, PROBLEMS & COMPLAINTS

We welcome feedback from our patients about the service we provide. Please ask to speak to David Walker, practice manager, if you would like to make any comments or observations or if you do not understand how any aspect of the surgery operates. In this way, we can explain any misunderstandings and try to make improvements.

COMPLAINTS PROCEDURE

Although we endeavour to give you the best possible service, there may be times when you feel this has not happened. If you have a complaint or a concern about the service or care you have received please let us know. Details of our in-house complaints procedure is available on request from the practice manager or reception staff.

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.

VIOLENT OR AGGRESSIVE PATIENTS

These behaviours including verbal abuse etc will not be tolerated and patients will always be removed from the practice list. The NHS operates a zero tolerance policy in these matters.

The practice will involve all and any appropriate agencies to assist in dealing with these issues including reporting the Police.

PRIMARY CARE TRUST

Our Primary Care Trust is nown as NHS South West Essex; contact details are as follows:

Phoenix Court, Christopher Martin Road, Basildon SS14 3HG

Telephone: 01268 705000 (Monday to Friday office hours only)