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Patient Charter


As a patient of the practice you have a right to:

  • Be treated as an individual, with courtesy, respect and dignity at all times.

  • Be given the names of people involved in your care.

  • Be offered a health check appointment on registering with the practice.

  • Be seen, under normal circumstances, within 30 minutes of your appointment or to be given the reason for the delay and have the right to make another appointment.

  • Be given, under normal circumstances, a routine appointment within two weeks.

  • Be seen without an appointment when warranted by a condition that you feel needs to be dealt with that day - such occasions may result in waiting times exceeding 30 minutes.

  • Receive advice or action you can take to promote good health.

  • Be given the most appropriate care by suitably qualified people and no care or treatment will be given without your informed consent.

  • Be referred to a consultant acceptable to you when a clinician feels such a course of action is necessary.

  • Choose whether or not to take part in medical research, receive medical advice over the telephone.

  • Have access to your health records subject to any limitations in the law, have access to suitably qualified clinical personnel at all times for emergencies.

  • Choose whether or not to take part in medical research, receive medical advice over the telephone.

  • Expect a complaint to be treated in accordance with health service guidelines and to receive a leaflet describing the process. Download our Patient Leaflet for Compliments Suggestions and Complaints.

  • Receive a copy of the practice leaflet from reception, which will give you details of all practice services etc that are available to you.

What we expect from you:

  • To telephone the surgery prior to attending for urgent treatment for which you do not have an appointment.

  • To attend the surgery instead of requesting a house visit, when at all possible, to gain benefit from facilities available. Home visits will normally be made only in true emergency situations, where for medical reasons the patient is unable to attend the surgery. Please note under current NHS regulations should the doctor consider that the most clinically appropriate place for assessment is at the surgery or our out of hours centre then a home visit will not be made.

  • To ask for emergency/night (Out of Hours) medical attention only when it is truly necessary and attend the emergency treatment centre if requested.

  • Be seen, under normal circumstances, within 30 minutes of your appointment or to be given the reason for the delay and have the right to make another appointment.

  • To be on time for an appointment or let us know as soon as possible if you cannot attend

  • To treat the staff with courtesy and understanding. If you fail to do this or act aggressively or violently towards any members of staff, the police will be called and you will be removed from our patient list and we will ask the Cardiff UHB to make other arrangements for you to have access to services.

  • To use the Out of Hours and Emergency Services appropriately.

 
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