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Shelley Manor Medical Centre Patient Charter


What You Should Expect From Us

We will endeavour to give you the most appropriate treatment and health advice from suitably qualified staff. All care and treatment will be given with your full consent. If you are unsure about any aspect of your health care do not hesitate to ask us.

We will give you full information about the services we offer and, in particular, about anything which affects your health and care.

We will treat you with courtesy and consideration.

We will give you access to your health records, subject to any limitations by law, ensuring strict confidentiality is maintained. We will maintain your right to privacy.

We will perform home visits for patients who are unable to come to the surgery for medical reasons. Routine requests should be made before 10:00am.

We will provide a full explanation of your condition and any tests carried out.

We will issue repeat prescriptions within two working days unless there are reasons for non- issuing. Telephone requests are not allowed as this may lead to errors.

We will ensure that our out-of-hours service is available to deal with emergencies.

We will offer you appropriate healthy lifestyle information on a regular basis.

We have an in-house complaints procedure. If there are aspects of our care about which you wish to comment or complain, please contact our Practice Manager.

You will be able to consult a doctor on the same day if the problem is genuinely urgent. To see a particular doctor may take longer.

What We Expect From You

The practice staff and doctors are there to be of service to you. Please treat them with courtesy and respect. Be patient with them as they are often following strict guidelines (for your safety) under the doctor’s instructions.

Please turn up on time for your appointment and inform us at the earliest possible time if you need to cancel your appointment. Please be patient if the doctor is running late as this usually due to devoting extra time to those with complicated problems.

Whilst privacy is at all times respected, please try to give our receptionists any details that would help towards prioritising your care.

As the appointment time is only for ten minutes, try to limit yourself to one or two problems per visit.

Unless you are housebound or too unwell to travel we would expect you to come to the surgery. We have better facilities to examine and investigate your problem at the surgery than in your home.

We provide some appointments for those urgent cases that need to be seen on the same day. Please try not to abuse this facility for the benefit of those whose problems are urgent.

For safety reasons, our repeat prescription system is tightly regulated. Requests for your usual ‘repeat’ medications would normally take forty eight hours. Please think ahead and request your medication before your supply runs out.

Be sure to notify us promptly of any change of address, name or telephone number.

By leading a healthy lifestyle and reducing your health risks, you will be helping not only yourself but also your doctor.

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NHS 111 NHS Choices Department of Health Healthcare Computing Ltd