Practice charter

ACCESSIBILITY

The Surgery is open for appointments or messages Monday - Friday 8.00am – 6.00pm and closed Monday 12:30 – 1:30pm. In an emergency, you will be able to speak to a doctor at any time by simply ringing the surgery number 0844 477 3985, or the out of hours numbers: 6.00pm – 6.30pm: 07767354965 6.30PM – 8.00AM: 111

What we ask of you

  • Please remember it is easier to get through on the telephone between 11.00am and 12.30pm and 2.00pm to 4.00pm for non-urgent matters.
  • Please do not ring out of hours for non-urgent matters.

AVAILABILITY

What you can expect from us

  • Our appointments system is designed to enable fast access to see your GP. We do have some appointments that can be booked in advance, however, the majority of our appointments are released on a daily basis and you can phone us to book these from 8.00am onwards.
  • Doctors, Practice Nurses, Health Visitors, and a Midwife are available according to our timetable.

What we ask of you   

  • Especially for continuing problems, please try to make an appointment with your regular doctor according to  his or her availability.
  • If you cannot keep your appointment, please let us know so that we can offer it to someone else.
  • When requesting a home visit, please try to let us know by 10.30am and give enough information to enable us to assess the urgency of your call.

REPEAT PRESCRIPTIONS

What you can expect from us

  • A prescription, as agreed with your doctor, will be available for collection within 2 working days – please allow an extra day if ordering through your chemist.
  • Facilities are available to request your repeat prescription by fax or ‘e-mail’ via the practice web-site. Faxed and emailed requests are subject to the timescales noted above.

What we ask of you   

  • If your doctor has said you may receive repeat prescriptions, please use the printed slip that accompanies the computer prescription. Alternatively write the medicine’s name, strength and dosage on the prepared forms available. 
  • Please allow us sufficient time to process your repeat prescription request.

CONFIDENTIALITY

What you can expect from us

  • We treat all private information as confidential.
  • We keep necessary medical records on our surgery computer system. Other members of the health team, also bound by our rules of confidentiality, may have access to relevant records in order to care for you.
  • You are able to discuss any matter with members of the team, including a receptionist, in privacy.

What we ask of you

  • Please let us know if you wish to discuss any matter with a Receptionist or our Practice Manager in privacy.

QUALITY OF CARE

What you can expect from us

  • We aim at high standards of care. We try to achieve these through regular updating for all team members, by checking aspects of our work against targets, and reviewing our care when things do not go well.

What we ask of you

  • Please read our practice leaflet, notices in the surgery, and our newsletter. These contain information about our services, and often advice about your health.
  • Our aim is to provide the highest standard of care that we can. Patient feedback, regular updates for staff, checking aspects of our work and reviewing our care when things do not go well are some of the measures that help us in achieving our aim.

 

Clarendon Lodge, 16 Clarendon Street, Leamington Spa, Warks, CV32 5SS
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