Practice Charter

Our Mission Statement

Our Patients, Our Priority

Queensway Medical Centre is an established GP practice, we strive to provide the best medical care for our patients; we achieve this through continually acquiring updated knowledge and skills, being innovative and dynamic and having enthusiastic and caring staff.  Inclusivity and fairness are at the heart of our care. Our patients truly are our priority, and we commit to doing whatever possible to fulfil that.  We are also proud to be a training practice, bringing fresh perspective, and serving future doctors.

You have the right to:

• Be offered access to a healthcare professional within 24 hours and a GP within 48 hours of contacting the practice (excluding weekends and bank holidays)
• Be offered appointments with the GP, nurse and healthcare assistant that can be booked in advance
• Receive emergency medical treatment or advice when the practice is closed
• Speak confidentially with a member of the reception team
• Access to a healthcare professional will provide you with the information and support you need to manage your health conditions and stay as well as possible.
• Be issued with repeat prescriptions within two working days
• Access to facilities for disabled persons
• Access to baby changing facilities
• Be chaperoned during consultations
• Request the support of translator services
• Contact the reception team to receive the results of any medical test
• Be referred for specialist or second opinion the patient and the GP agree
• Have the right to view your medical records on completion of a Subject access request form, and to know that those working for the NHS are under legal obligation to keep the contents confidential.
• To have a named accountable GP
• Have your concerns, suggestions or complaints listened to and acted upon by the practice in accordance with the practice’s in-house complaints procedures.

We can only deliver consistently high standards with your help. So please remember to:

• Use the skills and support available from your local community pharmacist for common minor ailments.
• Be respectful to the staff at all times – remember our staff wants to do their best to help you.
• Respond in a positive way to questions asked by the reception staff.
• Let us know as soon as possible if you cannot keep an appointment. This will help us to see someone else instead
• An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made.
• 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.
• Tell the receptionist or clinician if you change your name, address or telephone number
• Return equipment such as blood pressure monitors when you no longer need them, so they can be used by other patients
• Check your repeat prescription re-order slip to ensure that the item(s) that you request is available for re-issue, if it isn’t use the acute script order form in surgery.
• Turn off your mobile telephone when in consultation
• Be considerate of other patients and their carers when visiting the practice
• Give us your comments and suggestions – so that we can monitor and improve our services whenever possible or join our patient participation group.