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 primary health care services

States the standards our practice will strive to meet in providing care

Confirms your responsibilities in working with us to maintain your good health

Our practice aims to provide comprehensive care through a wider primary health care team. Members of the team are listed on our website and in our Practice Information Leaflet.

All our members share the standards set in this Bond. Together we are committed to providing a first class primary care service.

The Primary Health Care Standard

Overall Objective

We aim to provide a high standard of health care, with understanding and courtesy to our patients by appropriately trained personnel in cheerful, friendly and well maintained surgery 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 will not normally be asked for other than whether you wish an appointment for routine information i.e. test results, health check etc. There will be facilities available for you to speak confidentially with the reception staff. All staff will be appropriately changed 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 practice offers a range of flexible times to suit your needs. Patients with non urgent problems should be able to consult a doctor or a nurse within two working days of their request. Patients with urgent medical problems will be seen as soon as possible at the surgery or at home if the medical condition so dictates. Patients have the choice of consulting any of the doctors within the practice and not necessarily the doctor they are registered with. Patients wishing to consult a named doctor or nurse should normally be able to do so within three working days.

Waiting times at the reception desk will be kept to a minimum. On arrival at the surgery you will be advised of any expected delays to your booked appointment time. During normal surgery hours you will be able to contact either a doctor or a nurse by making no more than two telephone calls, the first of which will be the practice number.

Health Promotion

The Primary Health Care 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 practice has developed an up to date Practice Information leaflet, a copy of which is available at reception. We will also offer advice and information about how you can promote good health and avoid illness.

The practice will issue repeat prescriptions within 24 hours of receiving the request. The practice reserves the right not to issue a repeat prescription if a doctor feels it is not clinically required. However, your doctor will be willing to discuss this with you.

Test results will be available through a telephone call to the surgery, unless otherwise indicated. Details of the caller will be required in order to ensure confidentiality. The practice will always treat your personal medical information confidentially. Results for minors will be given to their parents.

The practice seeks to maintain an effective communication network with all related health and social services agencies and normally a written referral will be sent within two working days. Communication within the practice team is important. The practice will hold regular practice/primary health care team 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 practice. 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 primary health care 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:

Gloria Evans
Practice Manager

The practice 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:

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, Unit 5, Parc Dafen, Heol Cropin, Llanelli, Carmarthenshire SA14 8QW
Switchboard 01554 744400
Fax 01554 744401

The Patient: How Can You Help?

Overall objective

We would like to work with our patients 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 practice team as professional advisers

Extend the same courtesy and politeness to the practice team as you would expect to receive
Ask for a night visit only when you feel it is truly necessary – remember the doctor will usually be working the day following his night on call

Request home visits only when you are too ill to visit the surgery

Please try your best to call outside of peak surgery times for non-urgent requests. Our telephone lines are usually quieter between 1.30pm and 3.00pm.

Keep appointments or telephone as soon as possible if you cannot so that the appointment can be offered to another patient.

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 doctor.

Recognise that you are seeking your doctor’s advice. This does not always necessitate a prescription. Your doctor 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 your local pharmacy and support the Disposal of Unwanted Medicines and Poisons (DUMP) campaign.

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