Devon Road Surgery

THE DEVON ROAD CHARTER

We are committed to giving you the best service we can. This is only possible if we work together. Please help us to help you.

What We Will Do For You:

• We will treat you with respect and courtesy at all times
  
  
• Assure you of an absolute right to confidentiality in all medical matters
  ...and the right to information and answers to all questions about your health
  
  
• Give you information on the services we offer
  
  
• Give you the most appropriate care by suitably qualified staff
  
  
• Provide you with emergency care when you need it
  
  
• Refer you to a consultant when your GP thinks it necessary
  
  
• Give you access to your medical records subject to the limitations of the law
  
  
• Give you a full and prompt reply to any complaints you make about our service

What You Can Do For Us:

• Treat us with respect and courtesy at all times
  
  
• Tell us if you are unsure about the treatment we are offering you
  
  
• Request out-of-hours calls only in a genuine acute emergency
  
  
• Allow 48 working hours for repeat prescriptions
  
  
• Please keep your appointments made for any special clinic and let us know as soon as possible if you are unable to attend an appointment
  
  
• Telephone after 10.30am for results of investigations or other queries
  
  
• Try to help yourself by taking sensible lifestyle measures
  
  
• Let us know when you change your name, address or telephone number

Complaints or Suggestions

We aim to provide a high standard of service to our patients. If you have any suggestions or if you are unhappy with any aspect of the practice please contact Mrs Barbara Westcott, by phone or in writing.

Confidentiality

It is a legal requirement that confidentiality of patients' records is maintained at the highest level by all members of staff. The information we hold in your medical records and on the computer will be used for your continuing care. It may also be used for training, audit and research but anonymity is assured.

Referrals

If you wish to have a copy of a referral which has been made for you, please ask at reception.

Medical Records

Patients can normally see their own computer records in the consulting room as the doctor or nurse enter data. Patients can request access to their written and computer records if requested. However, the records cannot be removed from the premises. Requests should be discussed with the practice manager.

If copies of records or computer printouts are required a charge will be made to cover costs incurred.

Violence Or Abusive Behaviour

Violence or abusive behaviour to any doctor, member of staff or other persons on the practice premises will result in the patient being removed from the list.

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. This scheme is available from reception or alternatively by downloading from our website.