Patient Charter

Patient Charter

At the Collegiate Medical Centre we aim to provide our patients with the best quality care we can.
Our charter is a statement of what you can expect from the practice and what we feel we can expect from you in return.

Your rights as our patient

You will be treated in a polite and respectful manner at all times by the doctors, nurses and other members of the practice team
The surgery will be clean and comfortable as far as facilities permit
If you are a new patient you will be expected to attend for a new patient health check within 30 days of registering at the practice
When necessary your doctor will refer you to a consultant appropriate to your condition
You have the right to confidentiality at all times
The doctors endeavour to see their patients on time, but, at least, within thirty minutes of their appointment time. However, should there be an additional delay; you will be advised of the reason by the receptionist on duty
You can expect to be given an urgent appointment with a doctor, not necessarily a doctor of your choice within one working day
Urgent appointments may be triaged by a clinician to prioritise cases on clinical urgency
You are able to see your medical records subject to the limitations of the law

What we ask of you

That you attend all your appointments on time
Should you need to cancel your appointment, to give as much notice as possible, BUT ALWAYS TO LET THE PRACTICE KNOW, so that we can book in and help other patients
Please treat all practice staff with courtesy
To request help or advice on non urgent matters during surgery hours
You should work with the practice to keep yourself as healthy as possible by following advice from doctors and nurses
Not to request a home visit if you are fit to travel to the surgery. Please note home visits are made at the doctor’s discretion

Comments / Complaints / Suggestions

If you have any compliments, comments, concerns or complaints we want to hear about it
We would encourage you to speak to whoever you feel most comfortable with your doctor, a nurse, a receptionist or the Practice Manager. But if you wish to give feedback in writing, please address this to the Practice Manager in the first instance
You can also ask for a form at reception
We welcome all feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong.

All comments, concerns or complaints will be treated seriously and in confidence.

there is an information leaflet, with contact details and the form, downloadbelow.

Freedom Of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
We will abide by current approved scheme guidance from the information commissioner.     

It is a contractual requirement for practices to publish their mean average earnings for 2014/15 and onwards. Ours are below.