We may ask to meet you at surgery.
	A visit to your home.
	Phone advice and / or a phoned prescription.
	The call may be handled by "Locum Doctors".

It is always easier to see patients in surgery as we have more equipment at hand.

Complaints

Copies of The Practice Complaints Procedure are always available in reception -- you can discuss any complaint with Reception Manager, Practice Manager or any clinician.

We are all human! We want to meet your needs, we are therefore keen to hear ways in which we could improve our service.

Complaints will receive a reply within 5 working days.

We adhere to the Primary Care Trust complaints procedure.

You can find more information about compliments and complaints at Beacon Primary Care here.

Confidentiality

This is absolute; we cannot even tell close members of your family about what occurs in consultations.

Only in extreme circumstances e.g. if someone’s own life or those around them are directly threatened can we speak to anyone else. Reception staff are not allowed to divulge any information to ANYONE other than the patient themselves.

IF YOU HAVE ANY QUESTIONS / COMMENTS / OR HAVE SPECIAL NEEDS PLEASE TELL YOUR DOCTOR.

Test results

If you have had tests organised by the practice, we will inform you of the results at your next appointment. Please note that tests ordered by Hospital Drs are not routinely forwarded to the practice. 

We do not divulge pregnancy test or other sensitive results on the phone nor to anyone other than the patient. 

If no further appointment is needed we will advise you when and how to obtain them.

We aim to provide as much time as possible for each patient, this is best done on an appointment basis with appointments made in advance, nevertheless, emergencies do arise. These are fitted in at our discretion and can cause delays. 

We have early morning (8:30-9:00) and evening (5:00-5:45) appointments for those who have difficulty in attending outside work time. 

We arrange to spend an average of 10 minutes with each patient during consultation time, some consultations take more and some take less time - i.e. this is not rigid. 

If you are waiting more than half an hour you are entitled to an explanation.

We do not take offence if you find that a particular clinician suits your needs. If you have an emergency, you may have to be seen by a different Doctor to the one you normally see - your routine care is then handed back to the Doctor you normally see.

Repeat prescriptions

We undertake to process all routine repeat prescriptions within 2 working days. 

Repeat prescriptions are normally issued for a maximum of 6 months before the medication and the condition for which it is being prescribed is reviewed. The amount of time left before your repeat is due is clearly stated on the tear off sheet attached to your prescription.

Please note these take up a lot of time and only in extreme circumstances will be done "while you wait".