Practice Charter

It is the policy of this practice to treat all patients equally and with respect. We aim to give a caring and efficient service. You may see any of the doctors or nurses, subject to availability of appointments.

To enable you to receive the best possible service there needs to be co-operation and understanding between us.

Help Us To Help You

Our Responsibility To You

You will be greeted courteously
You have a right to confidentiality
You have the right to see your medical records subject to the limitations of the law
You will be seen the same day if your problem is urgent
You will be seen by the doctor you prefer whenever possible
You will be informed if there is a significant delay for your appointment
You will be referred to a consultant when the GP thinks it necessary
You can obtain the results of any test or investigation
Your repeat prescription will be ready for collection within 48 hours of your request
Your suggestions and comments about the services will be considered sympathetically
Your complaints will be dealt with quickly

Your Responsibility To Us

Tell us of any change of personal details, so that our records are accurate
Remember - urgent appointments are for urgent problems only. Home visits should only be requested if you are too ill to attend surgery
Please cancel your appointment if you are unable to attend - another patient could use it
Please be punctual, but be prepared to wait if your own consultation is delayed for unexpected reasons
Please allow sufficient time for consultants' letters and/or test results to reach us
Do not ask for information about anyone other than yourself

Confidentiality

You can be absolutely sure that anything you discuss with any member of the practice team (doctor, nurse, receptionist, etc) will stay confidential, and nothing will be said to anyone (parents, family, friends, tutors or your department) without your permission.

Similarly, if we are asked to provide information about you, for example a medical report for insurance or mortgage purposes, we will only do this if we have a copy of a consent form signed by you.

Comments & Complaints

Here at the University Medical Centre we aim to provide a happy, friendly medical practice. We know that life is not perfect and we know sometimes we fail in our hopes. If you are not happy with any aspect of our service we want to know.

We have an in-house complaints procedure. If you have any comments, suggestions or complaints about the services we offer then please contact Sue Miles, the practice manager.

Please note that we have to respect patient confidentiality, therefore if you are complaining on behalf of another person, their written consent is required.

We will try to deal with your concerns, give you an explanation and discuss any action that may be needed. We hope that you will feel we have dealt with the matter satisfactorily. However, this does not affect your right to complain to Bath and North East Somerset Primary Care Trust, St Martin's Hospital, Midford Road, Bath BA2 5RP.

Tel: 01225 831500.

There is also a suggestion box in the main waiting area for you to use if you wish.

Zero Tolerance

We expect patients to treat NHS staff and other patients politely, and with respect. We will not accept violence or racial, sexual or verbal harassment. Any incident involving violence will be reported to the Police and the Primary Care Organisation and the patient will be removed from the practice list.

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. This is a guide to the ‘classes’ of information the practice intends to routinely make available. Details are available from reception.