Practice Policies

All surgery staff are trained to respect patient confidentiality. We respect your right to privacy and keep all your health information confidential and secure. It is important that other Health Professionals involved in your care and treatment have accurate and up to date information concerning your health and treatment so that they can provide the best possible care. It is however only used by those involved in your care.

In order to maintain a good availability of appointment for our patients this practice operates a strict Did Not Attend (DNA) Policy.

When a patient fails to attend an appointment or fails to notify this organisation 12 hours prior to the scheduled appointment of the need to cancel or change the appointment, it is referred to as a Did Not Attend (DNA).

If a patients DNA an appointment they will be sent a warning letter. If the patient fails to attend a second appointment within a 12-month period, and should there be no reasonable mitigating circumstances, a further warning letter will be sent to the patient.

Should the patient then fail to attend a third appointment within the same 12-month period, a decision will be made by the management team as to whether the patient is to be removed from the organisation’s list.

All warnings are valid for a 12 month period.

*Please note that if you arrive late to an appointment your appointment will be marked as DNA.

IPC Annual Statement

Patient Responsibility

• You should always advise the surgery if you need to cancel or rearrange your appointment. This will allow re-booking by other patients.
• Please attend appointments on time.
• Please help us keep your records up to date by letting us know if you change your telephone number or move house. Please do not assume we can continue to care for you if you move outside our practice area.
• Please treat all our staff with courtesy and respect at all times. We are committed to protecting the safety of our staff, patients and visitors from incidents that cause hurt, alarm or distress. Violence, foul language or aggression towards any members of our staff will result in action being taken, which may involve removal from our patient register.

Practice Responsibility

• To provide high quality health support to all patients, in a caring friendly environment as efficiently as possible.
• To discuss with you the care and treatment you require.
• To keep all information held about you confidential.
• To treat you with courtesy and efficiency at all times.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. We operate a zero tolerance policy towards abusive or violent behaviour. If a patient is abusive or violent, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.