The Arch Medical Practice

Practice Charter Standards

Our aim is to provide high quality health care which meets the needs of our patients. This is achieved by us working together with our patients. Help us to help you.

Your Rights

• To be greeted in a welcoming and caring manner. The practice endeavours to treat you with courtesy, whether in the surgery, in your home or on the telephone.
• To have your privacy and confidentiality respected.
• To see your health records, subject to limitation in law.
• To be offered the best possible medical and nursing care by suitably qualified people.

How You Can Help Us

With Appointments

Please be patient. Although we endeavour to keep surgeries running to time, inevitably some patients require longer than others. One day it may be you who needs extra time.

Please cancel if you are unable to attend. Someone else could use the appointment. If you simply do not turn up it is a wasted appointment and a waste of the doctor's time.

With Visits

Please do not request a home visit unless it is strictly necessary. Please phone as early as possible for home visits or emergency appointments.

With Information

Please inform us of changes of name/address/telephone number as soon as possible.

With Prescriptions

Please ensure you order repeat prescriptions in good time.

With Staff

Please be courteous: our reception staff are there to help you. To assess your needs, especially with emergency appointments and home visits, our reception staff are instructed to ask for details of symptoms and any other relevant details. Rest assured your confidentially will be maintained at all times.

We have practice protocols in place for certain common conditions. If you are advised of this please bear in mind that these instructions are issued by the doctors.

Practice Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened. If you have a complaint about the service you have received from any doctor or any of the staff working in this practice, please let the practice manager know as soon as possible. An information leaflet outlining our complaints procedure is available from reception.

Comments and Suggestions

We value your views and are happy to receive and consider comments and suggestions from you. Please present your views in writing at reception.

Confidentiality

We ask for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team. All our staff are bound by strict rules of confidentiality.