Stow-on-the-Wold Surgery

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Practice Charter

Our aim at Stow Surgery is to give the best possible service/care. In order to achieve this we need to work together.

The practice will endeavour to: Help us to help you

Appointments

  
Offer a routine appointment with any doctor (not necessarily your usual doctor) within two working days. Offer an urgent appointment with a doctor (not necessarily your usual doctor) within one working day. * If for any reason you cannot keep your appointment, please let us know in good time so that someone else may benefit from the cancellation.

Waiting Time

  
See patients within 20 minutes of their appointment time. If there is likely to be a delay the receptionist will let you know. * We allow 10 minutes per person for doctors' appointments. Please let the Receptionist know, when booking the appointment, if you think you may need longer. Emergencies will be fitted in as indicated by the doctor on duty. Please ensure that a separate appointment is booked for each person wishing to consult with the doctor / nurse.

Repeat Prescriptions

  
Have prescriptions ready within 48 hours of request. * A repeat prescription is a prescription which has previously been approved for repeat by a doctor.

* If you are unable to keep your appointment or you no longer need it, please let us know as soon as possible so that we can offer the appointment to someone else.

Telephone Calls

 
Put you through to a doctor immediately in the event of an emergency. The contact telephone numbers are:

Appointments only   01451 830805
Other enquiries/emergencies   01451 830625

Records and Patient Data

 
Give you an appointment to see your health records within five working days.

Your health records will be kept confidential. You have a right to see them subject to any legal limitations (and a fee may apply).		 It will assist us greatly if we always have the correct information about patients.

If you change your name, address or alter your telephone number, please let us know immediately.

Incorrect information may result in a home visit to the wrong house, inability to contact you to alter an appointment, or failure to arrange a follow-up if we receive abnormal test results.

Comments, Suggestions and Complaints

 
Deal with any complaints by invoking our in-house complaints procedure (see any receptionist). We are always seeking to enhance our service and welcome suggestions for improvement. The Practice Manager is responsible for the overall smooth running and organisation of the Practice and welcomes your suggestions and comments, both good and bad. There is a suggestions box in the waiting room. If you wish to complain about any service we provide, please contact the Practice Manager in the first instance. A leaflet explaining the procedure is available at Reception.

Treat All Patients With Courtesy And Respect

 Staff always try to do their best and we would wish you to respect this. If you have a complaint about a member of staff please contact the Practice Manager.

Check-up Reminders

  
Remind you when you are due for a
checkup regarding: smear test, diabetes, asthma, childhood immunisations and pre-school vaccinations.		  


PRACTICE POLICY ON VIOLENCE

A “ZERO TOLERANCE” POLICY OPERATES HERE.

Any form of violent or threatening behaviour will not be accepted, such as:

• Verbal abuse

• Threats of any sort

• Physical abuse or violence of any sort

• Any form of indecent behaviour

The police will AUTOMATICALLY be involved in any incident.

Any incident of behaviour that shows signs of leading to the above, may result in a “YELLOW CARD” warning: this is a last chance to behave in an appropriate manner. Any further incident will result in a “RED CARD”.

A “RED CARD” will be given to anyone who uses any form of violent behaviour. This will result in the following:

• Charges may be pressed resulting from the incident

• The patient will not be seen by any local Practice

• The patient will have to travel to Gloucester to the Vaughan Centre to receive any GP services, in secure conditions for staff

• The patient will not receive home visits, including out of hours

• The patient’s name will be included on a list of potentially violent patients. This list is circulated to all Health and Care Services and the Police

• Members of the patient’s family will continue to receive normal health services, except that, if a home visit is agreed, the Red-carded person must not be in the house at the time of the visit.

Health Care Staff have a right to work in a safe environment, free from any threat or form of violence.