Our Commitment to You
At Kenton Bridge Medical Centre, our aim is to provide the highest standard of healthcare to our patients in a caring, supportive, and respectful environment. This Practice Charter outlines our commitments to our patients, and the responsibilities we ask of you to help us deliver the best possible care.
Our Responsibilities
Quality of Care
We will provide professional medical services based on your individual needs, ensuring safe and effective care. You will be treated with respect, dignity, and without discrimination.
Appointments & Access
- We aim to offer routine appointments within [time frame] and urgent appointments on the same day if necessary.
- You can bring a Friend or a Relative to your consultation (only if patient consents), however you may be asked to be seen on your own during your consultation.
- We provide a Chaperone Service on request .
- You can book appointments in person, over the phone, or online via using our [Online Platforms PATCHS, Patient Access and NHS App
- Home visits are available for patients who are housebound and cannot attend the surgery.
Confidentiality
- Your medical records are kept confidential in line with current data protection laws.
- Only authorized staff members will access your records to provide safe and effective care.
Health Promotion & Prevention
- We will provide advice and support on maintaining a healthy lifestyle and preventing illness.
- Health screening and vaccination programs will be made
- Available to all eligible patients
Repeat Prescriptions
We will process repeat prescription requests within 48 hours
Patient Participation
We encourage patients to take part in our Patient Participation Group (PPG) to offer feedback and suggestions for improving services. `
Complaints and Feedback
We will listen to your feedback and complaints, we will investigate them thoroughly and respond in timely and respectful manor. Our complaints procedure available at reception and on our website
Referrals
If further treatment or specialist care is required, we will refer you to appropriate services
Patient's Responsibilities
With these rights come responsibilities and for patients we would respectfully request that you:
- Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you
- Please ensure that you order your repeat medication in plenty of time allowing 48 working hours.
- Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend
- Please follow up any test or investigations done for you with the person who has requested the investigation
- Attend appointments on time and check in with Reception
- Patients who are more than 10 minutes late for their appointment may not be seen.
- If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need. You can check and cancel your appointments using our Telephone system as long as we have the correct Date of Birth and Contact details
- An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made
- Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience
- Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date
- Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us
- Let us have your views. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.
- Please see this link for further information You and Your General Practice If you have any feedback, please complete this form.
The NHS Constitution establishes the principles and values of the NHS in England. For more information please visit GOV.UK – The NHS Constitution for England