At Spinney Hill Medical Centre, we are committed to providing high-quality, patient-centred care. This charter outlines the rights and responsibilities of our patients and what you can expect from our healthcare team.
Our Commitment to You
We will:
- Treat you with dignity, respect, and courtesy at all times, regardless of your background, beliefs, or circumstances.
- Provide care that is safe, effective, and based on best practice and clinical guidelines.
- Ensure that you are referred and seen by the most appropriate healthcare professional (where available)
- Maintain confidentiality and keep your medical records secure.
- Involve you in decisions about your care and respect your preferences.
- Provide clear and accessible information about your health, treatment options, and services.
- Offer urgent appointments for medically urgent issues and routine appointments within a reasonable timeframe. ( where available)
- Respond promptly to your queries and concerns.
- Continuously strive to improve our services based on patient feedback.
Your Responsibilities
We ask that you:
- Treat all staff and other patients with respect and courtesy.
- Attend your appointments on time and cancel in advance if you are unable to attend.
- Follow the advice and treatment plans provided or discuss any concerns you have.
- Request home visits only when medically necessary and when you are genuinely unable to attend the practice.
- Use emergency and out-of-hours services responsibly.
- Keep your personal information and contact details up to date.
- Participate in health promotion and preventative care programmes where appropriate (e.g., vaccinations, screenings).
- Provide honest and complete information about your health and medication.
Access to Services
We aim to (where availability and appropriateness):
- Offer same-day or next-day appointments for urgent issues.
- Offer routine appointments with a named GP when available.
- Provide online, telephone, and face-to-face consultations where appropriate.
- Make reasonable adjustments to support patients with disabilities or language needs.
Feedback and Complaints
We welcome your feedback to help us improve our services.
- You can give feedback via
– [Practice Website
– NHS Choices
– In Practice
- If you are unhappy with any aspect of your care, please speak to a member of the team. We will respond in line with the NHS feedback/ complaints procedure.
Your Rights Under the NHS Constitution
You have the right to:
- Receive NHS services free of charge, apart from certain limited exceptions. ( Please liaise with the practice for further information)
- Be treated with a professional standard of care by qualified staff.
- Be given information about your treatment and care.
- Access your own health records.
- Register with a GP practice.
- Be involved in discussions and decisions about your healthcare.
We are proud to be part of the NHS and work in partnership with our patients to deliver the best possible care.