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PRACTICE CHARTER
PRACTICE RECORDS
Our responsibilities to you are to maintain the contents of your records confidentially and to allow you to see your records, under the Access to Medical Records Act, if required. There will be a small charge for this service.

DATA PROTECTION
Medical records in this practice contain statements of opinion about the likely diagnosis accounting for your problem at a particular time.  This diagnosis is entered in order that we can monitor the basis of our actions such as prescribing interventions, etc.  Since it is an opinion expressed at the time it is not unusual for the final diagnosis in any episode to differ from it.  Often when illnesses first present to a doctor, the range in severity of symptoms does not allow more than a tentative diagnosis.

VISITING ARRANGEMENTS 
We will arrange a home visit for a patient whose condition, in the opinion of the doctor, warrants it.

Diagnosis and treatment increasingly rely on modern technology and the assistance of trained staff.  Consultations will not normally take place in the home unless the doctor considers this necessary or desirable.

APPOINTMENTS
The practice will try to provide you with an appointment:
Immediately in cases of emergency.
Within 24 hours in cases requiring urgent attention, and
Within 3 working days for routine, cases.  However this may be considerably longer if you wish to see a particular doctor.

You will be given a time which the doctor or nurse hopes to be able to see you.  We will, as a general rule, usually see you within 15 minutes of your appointment time.

If there is a delay because of a prolonged consultation or emergency an explanation will be offered by the receptionist.

Do ensure that you make appointments for routine problems or follow-ups in good time.  Only expect to see the doctor the same day in cases of urgent problems.  Please keep your appointments or cancel in good time if you cannot keep your appointment.  Please be punctual and make more than one appointment if more than one patient is to be seen.

Please do not expect to be seen immediately if you arrive after your appointment time and please expect a short wait to see the doctor after your appointment time on some occasions.


COMMUNICATION

We will provide you with the information about how to make suggestions or complaints about the care we offer.  We will try to answer the phone promptly and ensure sufficient staff are available to do this.  If you have undergone tests or X-rays you will be informed as to how to obtain the results if necessary.

The doctors are happy to discuss medical matters over the telephone, especially in the following cases:


Collecting test results; especially if you have questions or the doctor asked you to ring for results.
To discuss progress of an existing condition or minor illness.
Where advice is required on the management of minor illness.


You should contact the practice between 11.00 am and 12 noon, the receptionist will record your details and the doctors will return your call.

For more serious conditions you should make an appointment to see your doctor.  If we consider a second opinion is required on you we will inform you of the best way of achieving this.

The practice will offer patients advice and information on steps that can be taken, etc, on self help.

When calling the practice keep your phone call as brief as possible and avoid calling from 9.00 am to 11.00 am in the morning for non urgent matters.

When enquiring about test results or ordering repeat prescriptions please ensure you give us all the necessary information to trace the results of your prescription including, where practical or possible, your PIN number.

You are responsible in partnership with us for your own health and that of your children and should take appropriate action.  If you are totally dissatisfied with us or the services we provide you have the right at any time to leave our list and register with another practice.

We have the right to remove patients at any time from our list which we, in general, only exercise in patients who repeatedly and persistently ignore their own responsibility to us and to other patients.  We will remove immediately any patients from our list who are violent or seriously abusive towards any of the practice staff.


LOCAL PRIMARY CARE SERVICE
The local Primary Care Trust is based at North Lincolnshire Primary Care Trust at  Health Place, Wrawby Road, Brigg, North Lincolnshire, DN20 8GS, telephone 01652 251000.  The PCT will advise you of any other details of primary medical services in the area.

YOUR RESPONSIBILITIES TO US ARE

Help us to help you
Being in partnership means that we have responsibilities to each other.  We ask you to treat the doctors, practice staff and their families with the courtesy and respect with which you expect to be treated.  We ask you to try and follow the medical advice offered and take medications as required.

1)Please let us know if there is any change of your name, address, telephone number or some other circumstances which may be important to the practice (as we may need to contact you urgently).

2)Please do not arrange or ask for a specialist appointment without discussing the matter fully with your own doctor and if you no longer need an appointment that has been made for you then inform the hospital of this cancellation.

3)Be on time for your appointments.

4)Contact the practice in good time to cancel or rearrange an appointment. (This will allow other patients to be seen in the time previously allocated to you).

5)Only make use of the 24 hour Emergency Service in the event of a real emergency.

6)Do not expect a prescription with every consultation.

7)Lead a healthy lifestyle and take the advice given to you by your doctor and primary health care team.

ZERO TOLERANCE TO ABUSE OF NHS STAFF
The Practice has a ZERO TOLERANCE approach to abuse of doctors or staff.  Behaviour, including words or actions that are deemed threatening, abusive or distressing will be dealt with according to the nature and severity of the offence. In serious cases this may include removal of offenders from our list of patients and the involvement of police.

Any threat of violence or use of violence will result in the removal of patients from the practice list and the involvement of police and the NHS Security Management Service.

Our Responsibilities

We are committed to giving you the best possible service by working in partnership with you. 

You will be treated as an individual and with courtesy and respect at all times regardless of circumstances.

Following discussion with you, you will receive the most appropriate care given by qualified people and no care or treatment will be given without your informed consent.

The Surgery,
Manlake Avenue,
Winterton,
Scunthorpe
DN15 9TA
Telephone: (01724) 732202.
Fax: (01724) 734992
The Surgery,
Norfolk Avenue,
Burton-upon-Stather, 
DN15 9EW
Telephone: (01724) 720202.
Fax: (01724) 721946