Heaton Road Surgery

0191 265 5911

Patient’s rights and responsibilities

These are the standards set within this practice for the benefit of our patients.  It is our role to give you treatment and advice.  Following discussion with you, you will receive the most appropriate care, given by suitably qualified people.  No care or treatment will be given without your informed consent.  In the interest of your health, it is important for you to understand all the information given to you.  Please ask questions if you are unsure of anything.

 

Our Responsibilities to you:

We will endeavour to treat you with courtesy, respect and sensitivity at all times.  Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin, religious and cultural beliefs, gender, social class, disability or age.

We strive to maintain the highest standards of medical practice at all times.  The doctors and health professionals concerned maintain these standards through continuing audit of your care and through professional learning.

 

Practice Leaflet:

All patients will have access to a copy of our practice leaflet.

 

Surgery Premises:

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of all users.

 

Patient’s rights to General Medical Services:

Patients have the rights to:

  • Be registered with a General Practitioner.
  • Change doctor if desired.
  • Receive urgent care and advice from the practice.
  • Receive appropriate drugs and medicines.
  • Be referred for specialist or second opinion if they and the GP agree.
  • Have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.

 

Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a waiting room notice, individual leaflets or on the website.

 

Confidentiality:

We will respect patients confidentiality at all times.

 

 Waiting Times:

  • Surgeries will normally start on time.
  • We endeavour to see patients within ten minutes of their appointment time, and in the event of a delay we will offer an explanation.
  • When a doctor is called away on an emergency we will inform the patients and give them the opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.

 

Your responsibilities to us:

  • Please remember you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.
  • We ask that you treat the doctors and practice staff with courtesy and respect. Abusive or threatening behaviour will not be tolerated.
  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot; give 24 hours’ notice if possible.
  • If you are referred for a hospital outpatient appointment –please keep it or if you cannot, inform the hospital NOT the surgery as soon as possible. The NHS can ill afford to have appointments unused. It is also very important to tell the hospital of your new address if you are on a waiting list for an operation.
  • Please ask for home visits by the doctor only when the person is too ill to visit the surgery.
  • Test results take time to reach us. The practice will contact you should any treatments or follow up be required. If you do need to contact the surgery for test results please do so any weekday between 2pm and 5pm. Enquiries about tests ordered at the hospital should be directed to that hospital, not the practice.