All members of the team at West Meon Surgery are dedicated to a quality policy to achieve health services which meet the patient’s requirements.
Surgery Premises:
Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.
Patients’ rights to General Medical Services:
Patients have the right to:
- be registered with a General Practitioner
- request to change doctor
- receive appropriate drugs and medicines
- be referred for specialist or second opinion
- have the right to view their medical records, although these records remain the property of the NHS.
Accessing Medical Records:
Any patient may access their own medical record online. If a patient wishes to have a hard copy of their medical record, they may request a printed copy once by making a subject access request. If the patient makes repeated requests, the Practice reserves the right to make a charge for excessive requests.
Comments, Suggestions & Complaints:
The Practice Manager is responsible for handling comments, suggestions and complaints about any service provided by the practice. All complaints will be handled in conjunction with our Complaints Policy. All constructive comments and suggestions will be considered by the practice
Changes to Procedures:
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained on our website, telephone system, on our waiting room noticeboard or individual patient message.
Repeat Prescriptions:
The procedure for obtaining repeat prescriptions is explained on our website. Prescriptions will be available from the dispensary 48 hours (two working days) after a request for a repeat prescription is received.
Referrals:
Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.
Test Results:
When a test is taken, the patient should telephone the Practice to obtain the results, normally within 48 hours (two working days).
Transfer of Medical Records:
The Practice will endeavour to dispatch any medical record required by the Health Board within seven working days and same day if the request is urgent.
Privacy and Confidentiality:
We will always respect our patients’ privacy and confidentiality. All staff sign our confidentiality agreement.
Appointments:
For routine consultations with a clinician, we will endeavour to offer patients an appointment within ten working days of the request. For medically urgent requests, we will offer an appointment on the same day.
Home Visits:
The practice policy for home visits is explained in the practice leaflet.
Out of Hours Emergencies:
We commission an Out of Hours service to look after our patients between 6.30pm and 8am weekdays, and for the weekends. This service is accessible by calling 111 and is reliable and effective.
Waiting Times:
Surgeries will normally start on time. We expect patients to be seen within twenty minutes of their appointment time, and in the event of a delay we will offer an explanation. When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor
Patient Responsibilities
The team at West Meon Surgery expect the patients to:
- Always be courtesy to the staff – remember they are working under doctors’ orders.
- To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment.
- An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made.
- Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
- When patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
