Carepoint Patient Charter and Complaints Procedure

CAREPOINT is committed, in consultation with its patients, to providing the highest standards of medical care. We believe the best way to achieve this is by working together.

To this end:

We will…

  • Treat you as an individual and give you courtesy, respect and attention at all times.
  • Treat you as a partner in the care and treatment you receive.
  • Following discussion, provide you with the most appropriate care and treatment given by our suitably qualified team.
  • Refer you to a consultant suitable to you for hospital treatment or for a second opinion.
  • Give you full information about the services we offer, in particular anything which affects your health and care.
  • Give you access to your health records, subject to any limitation in law, regarding them as strictly confidential.
  • Maintain our premises to provide the necessary care including access for disabled patients.
  • Respect cultural differences of ethnic minorities.

To help us to help you we ask you to…

  • Ask if you do not understand or are unsure about anything to do with your treatment.
  • Give as much information as you can about your past illnesses, medication, hospital attendances and admissions, and anything else which is relevant.
  • Keep your appointments and tell us as soon as possible if you cannot keep them.
  • Only request a home visit if you or the patient is too ill to come to the surgery.
  • Make requests for home visits before 10.00am.
  • Only ask for a night visit when it is truly necessary.
  • Let us know if our standards fall so that we can put things right.

Tell the receptionist or phone/ write to Heather Ellis our practice manager.

Carepoint Standards

  1. You will be able to consult your GP or their nurse practitioner/ practice nurse:
    • Urgent cases on the same day
    • Non-urgent cases at the next available appointment.
  2. The time waiting to see your GP, nurse practitioner or practice nurse, when an appointment has been given, will not be more than 30 minutes, unless there are exceptional circumstances of which you will be made aware. Most patients are seen within 20 minutes
  3.  

  4. Home visits:
    • Routine visits will be made as soon as possible after the end of morning surgery.
    • Very urgent visits will be made as soon as possible, but within two hours.
  5.  

  6. Repeat prescriptions:
    • If your doctor has agreed to give you a repeat prescription, please give two days’ written notice (longer if a posted request). Repeat written requests can either be sent through the post enclosing a stamped addressed envelope or brought/ collected in person.
    • Telephone requests for prescription are dangerous and will therefore not be accepted.
    • E-mail requests will be accepted on: carepoint@gp-E86618.nhs.uk
  7. Our out-of-hours emergency service is provided by Harmoni Deputising Service.
  8.  

  9. Telephone access:
    • If you need to speak to your GP, nurse practitioner/ practice nurse please telephone reception and they will inform you of the procedure.

CAREPOINT PRACTICE COMPLAINTS PROCEDURE

Please click on the following blue link to view the Carepoint Practice Complaints Procedure Complaints Procedure April 2009 

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