Patient Charter

We at The Portchester Practice use a team approach to provide the best possible Clinical Care. Having respect for you, your family and carers at all times, we aim to respond to your needs and the needs of the local community.

Below are the standards set within this practice for the benefit of our patients.

We will endeavour to treat you with courtesy, respect and sensitivity at all times. Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin, religious and cultural beliefs, gender, social class, disability or age.

It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health, it is important for you to understand all the information given to you. Please ask questions if you are unsure of anything.

We strive to maintain the highest standards of medical practice at all times. The doctors and health professionals concerned maintain these standards through undertaking continuous professional learning and will review your care when seen in the practice.

• Treat us all with the same courtesy and understanding. Abusive or threatening behaviour will not be tolerated and may result in removal from our list.

• Be on time for your appointment so that we do not keep other patients waiting.  Latecomers may be asked to reschedule their appointment

• Request home visits only when you are too ill to come to the surgery.  Ideally please ask for your visit before 10.30am.  Visits requested after 10.30am may be postponed to the following day after discussion with the patient.  Please be aware home visits are only for housebound patients.

• Please tell us as soon as possible if you cannot make your appointment; give 24 hours’ notice if possible

• Allow us two working days to deal with your repeat prescription

• Please let us know if you change your name, address or telephone number.  It is also very important to tell the hospital of your new address if you are on a waiting list for an operation

• Understand that emergencies may from time to time disrupt even the best planned systems.

• If you are referred for a hospital outpatient appointment – please keep it or if you cannot attend inform he hospital as soon as possible.

• Test results take time to reach us. The practice will contact you should any treatment or follow up be required. Enquiries about tests ordered by the hospital should be directed to that hospital and not the surgery.

• A 10 minute appointment is for one person and one problem only. Where another member of the family needs to be seen or if you have a long list of problems another appointment should be made.

If you have any suggestions or matters you wish to bring to our attention there is a box in reception or alternatively you can write, email or speak to any member of staff, the manager or a member of the Patient Participation Group (PPG).