Code of Conduct

 

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Patients

  • Please report to Reception to 'book in' when you attend the surgery. If the area is busy, please be as understanding as possible.
  • The Receptionists will try their very best to deal with your queries - if you are unhappy with a response from Reception (or any member of the Practice team) please ask to speak with the Practice Manager.
  • If you cannot attend a booked appointment or no longer require it - please notify the surgery in order that the appointment can be offered to another patient.
  • Appointments with the doctors are for 10 minutes for one problem. However a double appointment can be booked if you feel you will require longer or need to speak about a second problem.
  • Please remember the doctor can see several patients in surgery in the time it takes to make a home visit - please try and attend the surgery if at all possible.
  • If you are not clear on any guidance that has been given, please ask before you leave the surgery.
  • Please respect other patient's needs for a calm atmosphere in the waiting room and Reception area.
  • Please allow 3 days for repeat medication requests.
  • If you feel increasingly unwell, please tell the Receptionist. We can only help if we know.
  • If you have an issue with the Practice, please speak with our Practice Manager.
  • If you feel you would like to speak with the Receptionist in a more private area than Reception, please ask.
  • The out of hours service is for emergencies only and should not be used as an extension of normal surgery hours.

Important

We have a zero tolerance policy in relation to abusive or aggressive behaviour.

Read our Zero Tolerance Policy

The Practice Team

How we will best serve our patients in the time available

  • We will attempt to see every patient within 20 minutes of their appointment time - however sometimes the doctor may need to take extra time with a patient which means that he will get behind and run late.
  • The Receptionists will keep patients informed of any delay in their appointment time by the noticeboard on the desk and informing those in the waiting room.
  • We will always treat the patients in a friendly and respectful manner.
  • We will make every effort to provide a clear, comfortable and safe environment in the surgery.
  • We will prioritise emergencies on the doctors' instructions.
  • We will explain to a patient if a Practice/NHS policy is preventing an agreement to a request.
  • We will appreciate the patient's need for confidentiality during face to face and telephone conversations.
  • We will not remove a patient from our list (except for threatening or abusive behaviour) without discussing the reason for removal.
  • We are happy to answer any queries and questions pertaining to health needs.
  • A patient who is threatening or abusive to either doctors, staff, or anybody on the Practice premises will be immediately removed from the Practice List.

Information for patients

This practice has been accredited as being suitable for the training of those doctors intending to become general practitioners.

This means that the practice and doctors have had to achieve a number of standards which have been assessed by the GP Deanery for Kent, Surrey and Sussex, acting on behalf of the national organisation (the Postgraduate Medical Education Board) These are some points for your information:

  • Those doctors training to become GPs are called GP registrars. They are employed by one of the doctors here, who will be their trainer.
  • The GP registrar is a fully qualified doctor who is likely to have a lot of experience of hospital medicine.
  • Sometimes other doctors are also trained and supported in the practice.
  • If you are seeing this doctor you can expect to receive the quality of service you would from your own GP. If you have any concerns please mention this to a member of staff.
  • In order for the GP registrars to successfully complete their training they need to be assessed on their consulting skills. This is done by the appointed assessors viewing a video of the registrars consultations. You may be asked for your permission to have your consultation recorded in this way. If you agree, you will need to give your written permission and there is a consent form available at the desk, which you will be offered. If the doctor appears to be recording your consultation and you have not signed a consent form, then you should indicate this to him or her immediately. The recording will be used for educational purposes only. Further information about this process and the confidentiality of it, can be obtained from the reception staff.