Practice charter

Everyone at the Fairlands Practice is dedicated to providing you with a high quality service based on your clinical needs. This can be best achieved by working together. With your co-operation and support we will endeavor at all times to provide a caring sensitive service that contributes to the well being of the individual and the community as a whole.

 

Your rights

	To be treated as an individual and as a partner in the care and treatment you receive
	To be treated with respect and courtesy at all times
	To have absolute confidentiality and access to your own health records on written request subject to any limitation in law
	To be informed of any delay to your appointment
	To have information about your health and have any illness, treatment or potential outcomes explained to you
	To receive advice on health promotion
	To receive information about the services we offer
	To make an appointment with the doctor of your choice for routine matters, urgent appointments may be with the duty doctor on that particular day
	To have repeat prescriptions ready two working days after request
	To be referred to a Consultant acceptable to you and when necessary
	To choose whether to take part in the research or training of medical or nursing students
	To have any comments, suggestions or complaints addressed by the Practice Manager

In the same way as patients can choose their Doctor, the Doctors reserve the right to reject or remove a patient from their list if they feel there has been irretrievable breakdown in the doctor/patient relationship.

Your responsibilities

	To show the same courtesy and respect to the Doctors the practice Staff
	To attend for your appointment on time
	To notify us as soon as possible if you are unable to keep an appointment
	To inform the practice of any change in your personal details
	To request a home visit only if you are unable to come to the surgery for medical reasons
	To use the out of hours service in an emergency only
	To give us adequate notice for completion of any medical requests or form filling
	To submit your repeat prescription requests to us in writing, giving a minimum of two working days notice

Patient satisfaction & Practice Complaints Procedure

Occasionally things do not go as smoothly as we would hope. This may often be due to matters beyond our control, such as emergencies or times of very high demand but we aim to provide highly professional and compassionate care for you and your family. We are always happy to accept suggestions on how our services can be improved. We do operate a Practice Complaints procedure as required of us under NHS regulations. The complaints procedure should ensure that all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned. If you have a complaint or concern about our services, in the first instance, please write to Mrs Sarah Casemore, Practice Manager. You may also use the form below which can be printed using Adobe reader.

Complaint form

You will receive a written reply to your complaint but if this does not resolve the issue you may take this further by contacting the Patient Advice and Liaison Service (PALS) at Surrey PCT. A useful document published in December 2011 by Surrey PCT is available here

Surrey PCT
Pascal Place
Randalls Way
Leatherhead KT22 7TW tel: 01372 201500

Further information about access to medical records, under regulations governed by the Freedom of Infomation Act, can be obtained from the link below.

Freedom of information

CCTV monitoring at Fairlands