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Highlands Health Centre

Highlands Health Centre

national health service

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Highlands Health Centre Charter

Our Responsibilities to You

You will be treated as an individual and as a partner in the care and attention you receive. You will be given courtesy and respect at all times irrespective of your ethnic origin, religious belief, personal attributes, the nature of your health problems or the length of time since your last consultation.

You have the right to see you health records, subject to any limitations in the law. Anything you say to the doctors and counsellor will be treated as confidential. The written records are confidential to the Primary Health Care Team.

Information about the services we offer will be given to you. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

People involved in your care will be suitably qualified and will make their names known to you.

Under Primary Care Access we will arrange an appointment for you with a primary care professional within twenty four hours and with a doctor within forty eight hours. We aim to see you within thirty minutes of the appointment time. If there are greater delays you may expect an explanation or an apology.

Each working morning the surgery will operate a triage system at 8.30 - 9.20am when a doctor will be available to speak with any patient wishing to make an appointment for that day and unable to do so because all surgeries are booked. The doctor will then assess the need and offer either advice, a prescription or a face to face consultation on that day. If you phone after 9.30am and consider it important that you be seen the same day you may be given an urgent appointment with the doctor on duty either at the end of their morning or afternoon surgery. Children will always be seen the same day.

For a genuine emergency we aim to provide an assessment within thiry munutes of the request.

We will arrange a home visit as appropriate if you are too ill to be brought to the surgery.

Hospital referrals will be despatched within five working days of the initial consultation. You have a right to a second specialist opinion if the GP agrees it would be helpful.

Insurance reports will be despatched within ten working days of receipt.

We shall inform you in advance if any medical or nursing trainee is present in a surgery or clinic and give you the opportunity to ask that you see the doctor or nurse alone if you wish.

You will not be involved in any medical research without your fully informed consent.

We will provide you with the information about how to make any suggestions or complaints about the care we offer. We are committed to reappraising and improving our service.

If you are totally dissatisfied with us or the service we provide you have the right at any time to leave our list and to register with another practice.

 

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