The “Charter for Patients in Wales” was published in October 1991 and confirmed the rights you have as patients within the NHS. These rights as they apply within the primary health care setting are set out under Patients Rights in the General Medical Services. However, in our constant endeavour to provide the best service possible, we have developed a Health Care Bond which:

• Serves as an introduction to the team of professionals who together provide you with pharmacy services

• States the standards our practice will strive to meet in providing a service
  Confirms your responsibilities in working with us to maintain your good health

Our pharmacy aims to provide comprehensive care through a wider primary health care team. All our staff share the standards set in this Bond. Together we are committed to providing a first class pharmacy service.

The Standard of Service

Overall Objective

We aim to provide a high standard of service, with understanding and courtesy to our customers by appropriately trained personnel in cheerful, friendly and well maintained pharmacy premises. This will be achieved by explicit standards in the following areas:

Staff

You will be treated with respect and courtesy by sympathetic staff. All staff will wear name badges which will also indicate whether they speak Welsh. Your privacy will be respected and the reasons for requesting an appointment with the pharmacist will not normally be asked for other than whether you wish an appointment for routine information. There will be facilities available for you to speak confidentially with the pharmacist.

All staff will be appropriately trained and qualified and there will be an ongoing programme to improve and update clinical, managerial and communication skills.

Premises

The premises will be clean, comfortable, well maintained and will include facilities for the disabled, the elderly and parents with young children.

Accessibility

The pharmacy offers a range of flexible times to suit your needs. Patients with urgent medical requirements will be seen as soon as possible.

Health Promotion

The Pharmacy Team is committed to a policy of promoting good health and will:#

• Ensure that the full range of health promotion services are available with advice given on stopping smoking, sensible use of alcohol, healthy diet and exercise.

• Offer personal support and advice and provide an extensive range of health promotion leaflets.

• Provide addresses of appropriate statutory, voluntary, and self help agencies that may assist you further.

Communication and Information

The pharmacy has developed an up to date Pharmacy Information Leaflet. We will also offer advice and information about how you can promote good health and avoid illness.
The pharmacy will issue repeat prescriptions within 24 hours of receiving the request. The pharmacy reserves the right not to issue a repeat prescription if a doctor feels it is not clinically required. However, your doctor and pharmacist will be willing to discuss this with you.

Test results, for instance pregnancy tests, will be available at the pharmacy or through a telephone call to the pharmacy, unless otherwise indicated. Details of the caller will be required in order to ensure confidentiality. The pharmacy will always treat your personal medical information confidentially.

Results for minors will be given to their parents.

The pharmacy seeks to maintain an effective communication network with all related health agencies. Communication within the pharmacy and surgery team is important. The pharmacy will hold regular pharmacy/surgery meetings in order that joint discussion and appropriate information sharing can be maintained.

Suggestions and Complaints

We hope you approve of the standards adopted by our pharmacy. We welcome suggestions on improving services and other comments you may wish to make. These can be given at any time to the relevant member of the pharmacy team. However, should you have a complaint, we wish to assure you that it will be taken seriously. If you have a complaint, please contact the Pharmacy Manager.

The pharmacy manager will welcome the opportunity to discuss this with you and help resolve the situation.

Your Community Health Council can also provide you with advice and support. Should you wish an informal discussion, please contact your local CHC Secretary at:
Town Hall
Llanelli
Carms. SA15 3AH 17 Morley Street
Carmarthen
SA31 2RB

In the event that you remain dissatisfied, you are free to submit your complaint to the Local Health Board who provide both informal and formal procedures for investigating your complaint.

Local Health Board, Thyssen House, Heol y Bwlch, Bynea, Llanelli, Carmarthenshire SA14 9SU. Tel : 01554 778593. Fax : 01554 780324.

The Patient:

How Can You Help?

Overall objective

We would like to work with our customers to ensure that you value your health and that the most effective and appropriate use is made of our medical services.
To help us we would like you to:

• Be responsible for your own health. Help us to help you recognise the importance of maintaining a healthy lifestyle

• Value members of the pharmacy team as professional advisers.

• Extend the same courtesy and politeness to the pharmacy team as you would expect to receive .

• Request home deliveries only when you are unable to visit the pharmacy
  Please try your best to call outside of peak pharmacy opening hours for non-urgent requests. Our telephone lines are usually quieter between 2.00pm and 3.00pm.

• Keep your appointments with the pharmacist. If you cannot visit please telephone as soon as possible so that the appointment can be offered to another customer.

• If we are running late, please try to remain as patient as possible. On another occasion it may be you that needs a little extra time with the pharmacist.

• Recognise that you are seeking your pharmacist’s advice when not seen previously by your doctor. This does not always necessitate a prescription. Your doctor and pharmacist will recommend the best care for your situation.

• Follow treatment prescribed for you – if you do not intend do so please tell us. It is our job to give treatment and advice. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are uncertain.

• Return unwanted medicines to the pharmacy and support the Disposal of Unwanted Medicines and Poisons (DUMP) campaign.
  
  Confidentiality.

The pharmacist has a duty to protect and works hard to ensure complete confidentiality for our customers. Any matters discussed, whether medical or otherwise, will be dealt with in the strictest confidence within the limits of the law.
The pharmacist will not be held liable for breaches of confidentiality arising from circumstances beyond our control be it from leaving the secure Internet connection or otherwise.