Roseworth Patient Charter

Our Expectation of You

Courtesy to the staff at all times – remember they are working under doctors’ orders.
Responding in a positive way to questions asked by the reception staff.
To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
To engage with the practice when you are in for your annual check – this check often acts as a medication review – ensuring it is safe for you to continue on repeat medication
An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
When patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.

If the above does not happen then you may be asked to leave the surgery.

Our surgery exercises a Zero tolerance – this means:

Our staff come to work to care for others and it is important for all members of the public and our staff to be treated with courtesy and respect.

In line with the rest of the NHS, and to ensure this is fully observed, we have a Dignity at Work and Zero Tolerance Policy. This means that rude, aggressive or violent behaviour towards our staff or any member of the public within our practice premises will not be tolerated under any circumstance.

If this behaviour does occur, this may lead to the police being notified or patients being removed from our list. Thank you.

What you can expect from us

Here at Roseworth Surgery we aim to provide our patients with the best quality care available.

To be given an appointment/telephone consultation with any doctor at the surgery within five working days

To be treated in a polite and respectful manner at all times by all members of the practice team
The surgery to be clean and comfortable
Referral to a consultant when appropriate for your condition to be done in five working days
Confidentiality at all times
That no students can attend your consultation without your permission. You will always have the right to refuse
Waiting times to be kept to a minimum, however, you will be informed of any unavoidable delays which may occur during consultation time
To be given an urgent appointment with one of our doctors or at the Extended access hub.
A female chaperone available on request
To be given your test results by a receptionist, at the doctor’s discretion, to save you having to make an appointment
Your repeat prescription ready 48 hours after ordering (working days only).
Immediate attention in cases of emergency
A home visit if you are too ill to attend the surgery
Consultation with the Practice Manager with regard to your rights under the Health Records Act 1990.
An accessible building
Be advised of any changes that may affect you.