What We Will Do For You
- Treat you with courtesy and respect at all times and ensure you will not be discriminated against on the grounds of sex, race, colour or creed.
- Give you full information on the services we offer.
- Give you appropriate care by suitably qualified staff.
- Provide you with emergency care when you need it.
- Ensure that Receptionists are at all times approachable and friendly within the Surgery.
- Try to be as helpful as we can in all situations.
- Refer you for a second opinion when you and your GP agree it is needed.
- Give you access to your health records, subject to any limitations in the law.
- Keep the contents of your health record confidential.
- Give you a full and prompt reply to any complaints you make about our services.
Grafton Surgery is committed to the equality of opportunity for members of staff, patients and visitors, and believes that all individuals should be treated with dignity and respect. The Surgery therefore aims to create an environment in which everyone is treated equitably regardless of race, ethnic origin, nationality, gender, disability or medical condition, age, religion, sexual orientation, marital or parental status, political belief or social/economic group, or any other inappropriate distinction.
If any patient has special needs eg Braille, different languages etc. please inform a member of staff and it will be dealt with as soon as possible.
In addition to this, the Surgery has policies and protocols which ensure that applicants for jobs, and other people who might have dealings with the Surgery, are treated with fairness and respect.
What You Can Do For Us
- Treat us with courtesy and respect at all times. If any member of staff is subjected to verbal or physical threats or abuse this will result in the immediate removal of the patient from the doctors’ list.
- Tell us if you are unsure about the treatment we are offering you.
- Use the emergency service only in a genuine medical emergency.
- Ask out of hours for a night visit only when medically urgent.
- Ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity.
- Try to order repeat prescriptions 48 hours prior to needing them.
- For the benefit of staff and patients we would appreciate if you could adhere to the given times for ringing in for repeat prescriptions and results.
- Whilst in the Surgery your children are your responsibility and should be kept under control.
- Turn off mobile phones – they may interfere with equipment in the Surgery.
- Keep your appointments and let us know as early as possible if you are unable to attend. Use one appointment for one problem, please.
- Be punctual – Doctors and Nurses are not duty bound to see you if you are late for your appointment.
- Let us know when you change your name, address or telephone number.
- Tell us about any complaints or misunderstandings as soon as possible to allow us to deal with them.
- Let us know when we have done well.
Patient Participation Group
A Patient Forum Group is established.
Our Computer System
We are registered under the Data Protection Act.
Your medical information is kept completely confidential and it is not possible for outside agencies to access our computer data. If you would like a copy of all your computer records please enquire at reception. There is a standard fee payable.
This practice, from time to time, supplies anonymous medical information for research purposes. Individual patients cannot be identified in this process.
You may occasionally be invited to participate in a medical study. There is no obligation for you to take part and no study would take place without your fully informed consent and written agreement.
Withdrawing from a study would not prejudice your future case.
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.