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Practice Charter
At Whitley House Surgery We Encourage Working In Partnership With The Patient
What We Will Do For You:
- We will provide a caring professional service at all times.
- We will continue to put a high priority on our on-going education and staff training.
- Give you full information on the services we offer.
- Provide you with emergency care when you need it.
- Refer you for a specialist opinion when you and your doctor agree it is needed.
- Ensure absolute confidentiality, at all times.
- Investigate any complaint about our services promptly and fully, using our complaints procedure.
What You Can Do For Us:
- Treat us and our staff with respect and courtesy at all times.
- If you cannot keep your appointment, please cancel it. It may then be given to someone else rather than it be wasted.
- Ask for an urgent appointment only if it is really necessary.
- Please do not ask for home visits when you are able to travel to the surgery.
- Please do not call the doctor out after hours for routine matters or at night for problems which could easily wait until the morning.
- Please take as much responsibility as possible for your own health. Follow advice from the doctor or nurse. Take medication properly, keep follow-up appointments and attend for screening procedures.
Use the proper re-order form to request a repeat prescription.
- Tell us about any complaints or misunderstandings as soon as possible to allow us to deal with them.
Complaints
Please raise any issues with the practice administrator as soon as possible after the event. The surgery has a complaints protocol and will work with you to try and resolve any problems.
Primary Care Trust
Mid Essex Primary Care Trust, Kestrel House, Hedgerows Business Park, Colchester Road, Springfield, Chelmsford CM2 5PF
Tel: (01245) 398770
The Patient Advisory and Liaison Service (PALS) can be contacted on the Mid Essex PCT telephone number. This service is to help patients who feel they have a problem with any NHS service. Help and
advice in resolving problems can be given by a PALS advisor.
Zero Tolerance
Our doctors and staff have the right to work in a safe environment and we operate a zero tolerance policy towards violence and verbal abuse.
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