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Practice Charter

Our Practice Charter

Kirklands Surgery is committed to providing a high quality primary health service to meet the needs of all our patients. We regard the care of your health as a partnership between yourself and the Practice. The success of this partnership depends on co-operation and shared responsibility. In the Charter we set out what our mutual responsibilities are to achieve a high standard of care.


Our Responsibilities to You

You will be treated as a partner in the care you receive.

You will be treated as an individual and will be given courtesy and respect at all times.

We operate a Zero Tolerance Policy and will not tolerate any unacceptable behaviour on the premises or towards our team.

You will be received and addressed with courtesy and respect.

You will be able to speak to a Doctor of your choice, where possible and subject to availability.

We will try and see you within 30 minutes of your appointment time. You will be given an explanation for any delay of more than 30 minutes.

We will explain the likely effects of any drugs and review your long-term medical needs at agreed times.

We aim to have the majority of your repeat prescription requests ready within 2 working days.

We will offer advice on disease prevention and health promotion.

You will be able to access urgent medical advice on the same day of your request. We will ensure that you are given instructions on how to obtain emergency care when we are closed.

We will respect your right to seek a second opinion and we will try to help you obtain this.

You have the right to be treated with confidentiality, and the contents of your medical records will be kept confidential.

You have the right to see your health records subject to any limitations in the law and the Doctors approval.

We will inform you about how you can make suggestions or complaints about the services we offer. Any complaints will be dealt with as swiftly as possible.

We have the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to us and other patients. An explanation will be given should we arrange for you to be removed from our list.

We will visit you at home if you are too ill or infirm to be brought to the Surgery.

Kirklands may sometimes have medical students, you will have the choice of whether or not to participate.


Your Responsibilities to Us

We ask you to treat all members of the Practice Team with courtesy and respect.  Please do not shout at us or use foul language or swear words while on our premises.

You are responsible for your own health. Please act on our advice and take medication as prescribed.

Please inform us of any change in name, address or telephone number.

If you do not understand what we tell you, please ask us to explain again.

If you do not speak or understand English well, please bring an interpreter along with you when you come to the Surgery.

Be punctual for appointments and let us know in good time if you are unable to attend.

Please use the automated check in or ask the receptionist to check you in on arrival.

Only request a home visit if it is impossible to come to the Surgery.

Please remember that the Doctor or Nurse of your choice may not always be available due to other commitments you will always be offered an alternative

Always order your repeat prescription in plenty of time, don't wait until your medication has run out.

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