Practice Charter
Overview...

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.
Our Responsibility To You...
  • You will be greeted courteously. The practice has a policy of non-discrimination.
  • 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 may have to wait to be seen.
  • You will be seen by the doctor you prefer whenever possible
  • You will be informed by the Receptionist if there is a significant delay when you attend to see the GP / Nurse 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
  • We will inform you of our services, using the Practice website, posters and leaflets.
  • We will offer advice to promote health, for example smoking cessation, exercise and diet.
  • Your suggestions regarding 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, name, address or telephone number so that our records are accurate and up-to-date
  • Remember - urgent appointments are for urgent problems only. Home visits should only be requested if you are too ill to attend the 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
  • Tell us all the details of your past illnesses, medication, hospital admissions and any other relevant information
  • Read the Practice Leaflet and visit our website www.umcbath.co.uk as they contain important information about the services available
  • Do not ask for information about anyone other than yourself
  • Treat the staff with courtesy and respect at all times
  • Let us know if you feel there are things you want to see improved or changed in the Practice
  • If you are unhappy with any of the services provided, the Practice Manager is available to listen to your comments or issues. Please let reception know if you wish to speak with the Manager and she will call you as soon as possible

Lateness Policy
  • To ensure that all clinics run to time please arrive at your allocated appointment time.
  • As part of our aim to reduce patient waiting time, the University Medical Centre operates a lateness policy. Every patient is given an allocated standard appointment time of 10 minutes with the nurse or doctor.
  • f you are longer than 20 minutes late for your appointment, the nurse or doctor will ask you to rebook your appointment as they will be seeing their next patient.