All those involved in your care will introduce themselves, and you will know how to contact them.
To be treated with courtesy, respect, and confidentiality, irrespective of your circumstances.
- To be offered a same day appointment for urgent problems, when appropriate. This may be a telephone appointment. If you are disabled, or too unwell to attend the surgery, we may visit you at your home.
You will be given a time for your appointment – you should not expect to wait more than 30 minutes without an explanation why.
We will answer the telephone promptly and politely. You will have the option to book a telephone appointment with a doctor rather than attend the surgery, if you prefer. At night or out of hours, your call will be transferred automatically.
Emergency care is available 24 hours a day, 365 days a year via Out of Hours, 111, or A&E in an emergency.
To ensure effective access for emergency calls, the practice does not accept requests for repeat prescriptions over the phone, unless in exceptional circumstances. We will process requests for repeat prescriptions within 48 hours.
If the practice has arranged for you to have tests, you will be told the result at the next appointment, or if a further appointment has not been arranged, you may call for the results after 11am. We will endeavour to provide you with a time when the results will be available.
We will prescribe the most appropriate treatment, and will discuss your medication fully with you. We will endeavour to explain/give you full information regarding your care and health.
Full information about the services we offer is available on our website.
Practice procedures are constantly under review, and any changes that affect patients will be clearly explained.
Doctors and staff are involved in continued education and training.
St. Alban’s Medical Centre has a policy of encouraging a healthy lifestyle ie. non smoking, moderate alcohol consumption, healthy diet, and regular exercise. We run Asthma and Diabetic Clinics, and work in conjunction with our team of Pharmacists, Physiotherapists, Social Prescribers, Mental Health Practitioners and Frailty Team.
We will make available to You information about:
Steps you can take to encourage good health and avoid illness.
Things you can do in the first instance (self-help) without talking to a doctor in the case of minor ailments.
Your records – it is your right to see your medical records. Your records are confidential, and all members of the practice team are bound by strict rules governing patient confidentiality.
Patient Feedback – we continually strive to improve our services to you. Any constructive suggestions are more than welcome.
What We expect of You (Helping Us helps You):
Please treat doctors, nurses, staff, and other health professionals with courtesy and respect.
When booking, please expect the receptionist to ask for a reason for your appointment – this is to ensure that you are seen by the most appropriate clinician for your needs.
We will not tolerate abusive/violent behaviour of any sort, and we may ask that violent or abusive patients are removed from our list.
Let us know if you change your name, address, telephone number, or house number (this is vital if a home visit is required).
Let us know if there is a change in your ‘next of kin’.
Only ask for a home visit if the patient is too ill to visit the surgery. If the doctor asks you to come to the surgery, please endeavour to do so. Request a visit as early as possible in the morning, preferably before 11am. Please accept that you cannot request the GP of your choice when asking for a home visit.
When booking telephone appointments, we can only take one contact number. If you miss the call, the doctor may not call again, and you will need to rearrange it for another day.
Please try to keep your appointment and be punctual – if you arrive late you may not be seen, and will need to rebook.
Don’t ask for someone else to be seen during your appointment, or ask for a repeat prescription for others.
Be patient, do not blame the receptionists if surgeries are running late.
If you cannot attend your appointment, please tell us as soon as possible to enable it to be offered to someone else.
We only take medication requests over the phone in exceptional circumstances. Please complete the prescription request slip supplied with your prescription, and post it in the ‘Prescription Request’ box in the surgery, or email your request to samc.bh8@nhs.net. Alternatively, you can sign up for online ordering via the website. Please show photographic ID to reception, and you will be provided with a username and password. PLEASE ALLOW 48 HOURS FOR YOUR REPEAT PRESCRIPTION REQUEST TO BE PROCESSED.
Results of tests take varying times to return to the surgery. Please telephone for these results after 11am, and ask when having the test how long the results are likely to take to return.
Remember, a pharmacist can give advice on minor illnesses.
Get to know the name of the medications you are taking, and what they are for.
Be prepared to accept that you don’t always need a prescription.
YOU are responsible for your continuing good health, and that of your children. If you are given professional advice and help, please ACT ON IT.