Code of Good Practice

In our practice we:

  • Justify the trust our patients have placed in us
  • Listen to patients’ views and learn from them
  • Communicate with patients in a courteous, friendly, professional manner
  • Provide patients with the standard of care that we would expect to receive ourselves
  • Make sure that patients receive full information about our services, their treatment and related costs
  • Provide advice and treatment outside normal surgery hours, where necessary
  • Stand by the promises we make
  • Refer patients for further professional advice and treatment where appropriate
  • Are committed to ensuring that we keep our professional skills and knowledge up-to-date.

In our practice we will:

  • At all times, respect our patients’ confidentiality
  • Endeavour to ensure that patients should have to wait no longer than 30 minutes to be seen
  • Endeavour to manage our appointment system so that treatment appointments are booked no more than four weeks ahead
  • Deal with every telephone call promptly – callers will not be asked to ‘hold’ without first finding out why the call has been made
  • Deal with correspondence within five days of receipt
  • Provide patients with a treatment plan and estimate of costs for each new course of treatment. No treatment will be undertaken without the patient’s full and specific consent
  • Make patients aware of our policy for collecting fees. Requests for payment will always be made courteously
  • Make the practice policy for dealing with complaints known to patients. All complaints will be treated sympathetically and according to the agreed procedures
  • Provide the highest standards of infection control
  • Provide any emergency treatment required during practice hours, as soon as it is reasonably practicable. Out of hours, an emergency rota will operate and details will be displayed within the practice and recorded on the telephone answering machine. This information will be correct at all times