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Practice Charter

Statement of Purpose

We aim to be a patient focused, cohesive team offering continuity of care in an effective, responsive, compassionate and safe environment by striving to meet the following standards:

To treat all our patients as individuals and with courtesy and respect at all times

To always seek understanding and treat everyone fairly and without discrimination

To assess and respond to the needs of our patients to the best of our ability at all times

To provide an appropriate range of services in a health promoting environment

Patients will be seen by their preferred doctor wherever possible in a private and appropriate environment with a trained chaperone if requested

Facilities for disabled patients are available including accessible rooms for consultations and treatment

We undertake to respond to requests for visits, medication requests, telephone consultations and queries regarding investigations in a timely manner

We are advocates for our patients and aim to signpost them towards other services as appropriate

We are aware of our responsibilities with regard to safeguarding patients and all practice staff have been trained to an appropriate level

To listen and consider all feedback sympathetically and deal with any issues/complaints quickly and fairly

To adhere to patients right to confidentiality

Patients have the right to access their health service records, subject to limitations in the law. If patients require access to their notes they may ask their GP in writing

Patients have the right to refuse the sharing of their personal and medical data held by the practice with other agencies by opting out of the Shared Care Record and Secondary Care initiatives

To treat members of staff fairly and with respect in a safe and supportive working environment

The practice has a policy of not tolerating violence, abuse or aggressive behaviour to the doctors, staff or others on the practice premises or other locations where treatment may take place. Persons abusing this policy may be removed from the practice list and/or reported to the police

The practice leaflet and website will detail all the services available to patients within the practice.

Rights and Responsibilities of our Patients

We expect you to give at least 24 hours notice if you are unable to keep your appointment so that another patient may be seen. If you are running late please inform reception.

We would expect that in your dealings with the Practice you will be treated courteously and with respect. We would ask that this is also given in return. Violence, either physical or verbal, towards our staff is not acceptable.

Chaperones

There are occasions when patients need to be examined by a doctors which may involve intimate examinations.

This practice is committed to putting patients at ease whenever possible, and if you wish for a chaperone to be present during your examination please to not hesitate to ask the doctor for a chaperone.

It may not be possible for such a chaperone to be provided immediately and you may need to return for the examination to be carried out at a mutually convenient time.

Zero Tolerance

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

NHS West Kent

The partners at the practice have a contract with NHS West Kent, who are responsible for the Commissioning of Primary Care Services. If you require further information on Primary Medical Services in the area please contact them at the following address:

NHS West Kent
Wharf House
Medway Wharf Road
Tonbridge
Kent
TN9 1RE

Telephone: 01732 375200