Clarendon Lodge Medical Practice

Clarendon Lodge

Map: Click HERE

Tel: 0844 4773985

Fax: 0844 477 3986

Medical Practice

Practice Charter

Accessibility
Availability
Repeat Prescriptions
Confidentiality
Quality of Care
Complaints
Courtesy & Respect

ACCESSIBILITY

What you can expect of us
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: 01926 888026.
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. If you wish to, you can book in
advance for an appointment but the majority are released on each day so you can just ring from 8.00am onwards and be given an appointment.

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.

CONFIDENTIALITY

What you can expect from us

We treat as confidential all private information. 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.

COMPLAINTS

What you can expect from us

If you have any comments, complaints or compliments about any aspect of the practice, please contact our Practice Manager or one of the doctors. Complaints will be handled according to our established procedure; a copy is available at the reception desk.

What we ask of you

We welcome feedback on what we are doing, so if you have comments on your experiences of our care, good or bad, please let us know.

COURTESY & RESPECT

What you can expect from us

We treat our patients professionally and as individuals. We recognised that courtesy and respect form the the foundation of the relationship between any of our practice team and our patients

What we ask of you

We expect our staff to be treated with the same courtesy and respect that we show to our patients. We have a zero tolerance of threatening or intimidating behaviour towards any of our staff and other patients.

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