Patient's Charter

T: 01245 473251
F: 01245 478394

Baddow Village Surgery
Longmead Avenue
Great Baddow
Chelmsford
Essex
CM2 7EZ

PATIENT'S CHARTER
In this charter we are stating those rights to which patients are entitled, and the standard of care they can expect to receive from the practice.

Practice Mission Statement

The practice team strives to provide high quality patient care based on carefully evaluated and monitored ethical practices and professional standards.
We strive to ensure co-ordination of services with good communication in the practice and liaison with hospitals and other associated agencies.
We seek to ensure patient safety at all times in a relaxed and comfortable environment.
We seek to ensure that patients and their carers are welcomed in a courteous and considerate manner, respecting privacy and maintaining confidentiality at all times.

Your Rights

To receive quality health care including prevention and health screening, as well as continuing care. To be referred to a specialist by your own GP when considered appropriate.
To be provided with information on all aspects of your care, including the alternatives available, before you agree to treatment.
To receive prompt treatment in an emergency.
To see your health records in the presence of a member of staff (an administrative charge will be made). Certain details may be withheld if your GP believes this is in your best interests. You will be told if this is the case.
To have complaints investigated thoroughly, speedily and without prejudice. To expect confidentiality at all times.

Our Standards

We will uphold your rights as an individual and ensure respect for cultural and religious backgrounds.
We recognise your need to discuss your concerns in private and will ensure privacy for consultations and confidentiality at all times.
If your case is urgent, you will be able to see a doctor on the same day.
At the surgery you will be given a full explanation if you are kept waiting more than 30 minutes after your appointment time.
Any new patients registered with the practice will be offered a health check.
To those who are entitled to receive dispensing services, we will provide a high quality, efficient dispensing service that is sensitive to patients' needs.
We will ensure that cleanliness and hygiene are observed throughout the dispensary during all dispensing procedures.
We will comply with all laws and regulations applicable to a dispensing practice.
We will ensure that patients are provided with appropriate information and advice concerning their medications.
Prescriptions will be dispensed within 48 hours unless the medication has to be ordered.
Patients will be greeted and directed courteously and efficiently at all times. Reception will always be staffed by at least one receptionist.
All telephone calls to the surgery will normally be answered within six rings.
All messages or requests will be recorded in the appropriate book and passed to the doctor or nurse concerned as soon as possible.

Our Requirements

That patients accept that the staff are acting on the doctors' behalf and should not be subjected to abuse of any kind under any circumstances.
That patients notify us as soon as possible if they are unable to keep an appointment, as this allows other patients to be seen and keeps waiting times down.
That patients requesting a home visit should telephone the surgery before 10.00am, except in emergency.
That patients waiting in surgery make allowance for the fact that emergency cases may have to be given priority.
That patients will not make unnecessary requests for out-of-hours home visits.
During changes to surgeries due to circumstances beyond our control, patients remain polite to staff and express their opinions in writing to the practice manager if they require further explanation.
That patients requesting repeat prescriptions should call into the surgery after 10.00am wherever possible.
That patients asking for test results telephone after 3.00pm only.