At Crocus Medical Practice, we are committed to providing high-quality, safe, and patient-centred healthcare. This Practice Charter sets out the standards of service you can expect from us and how you can help us provide the best possible care for all patients.

Our role is to provide appropriate medical advice, treatment, and support. Following discussions with you, we will recommend the most suitable care, delivered by appropriately qualified healthcare professionals.

No examination, treatment, or care will be provided without your informed consent. We believe it is important that you fully understand the information and advice you are given, so please ask questions if anything is unclear.

We are also committed to safeguarding children and vulnerable adults. Their safety and wellbeing are a priority, and we will work with other agencies where necessary to ensure appropriate support and protection.

Our Responsibilities to You

Respect and Dignity

We will treat all patients with dignity, courtesy, and respect, regardless of age, disability, gender, ethnicity, religion, culture, sexual orientation, or personal circumstances.

Access to Care

We will endeavour to provide:

• Prompt access to medical advice in an emergency.
• Timely appointments according to clinical need.
• Home visits where clinically appropriate for patients who are too ill or infirm to attend the surgery.

Appointments and Waiting Times

We operate an appointment system to help minimise waiting times.

While unforeseen circumstances can sometimes cause delays, we aim to keep waiting times to a minimum and will explain any significant delays where possible.

Communication

Our team will:

• Introduce themselves and make their role clear.
• Ensure you know how to access the services you need.
• Answer telephone calls as promptly as possible.
• Arrange telephone consultations where appropriate.

Test Results

For tests requested by the Practice, we will explain how and when results can be obtained. Any necessary follow-up or treatment will be discussed with you.

Information and Advice

We will provide clear information about:

• The services we offer.
• Your treatment options.
• Health promotion and disease prevention.
• Self-care and self-management where appropriate.

Confidentiality

Your medical records and personal information will be treated confidentially and managed in accordance with UK GDPR, the Data Protection Act 2018, and NHS confidentiality requirements.

You have the right to access your medical records, subject to legal requirements and exemptions.

Help Us to Help You

You can help us provide effective care by:

• Keeping your contact details up to date.
• Attending appointments or cancelling them as soon as possible if you cannot attend.
• Arriving on time for appointments.
• Understanding that a standard appointment may only allow sufficient time to discuss one main problem.
• Requesting home visits only when attendance at the surgery is not possible.
• Avoiding non-urgent telephone calls during busy morning periods where possible.
• Allowing sufficient time for test results to be processed before contacting the Practice.
• Contacting the hospital directly regarding tests requested by hospital clinicians.
• Treating all staff and other patients with courtesy and respect.
• Making use of the information available on our website and asking questions if you are unsure about any aspect of your care.

Remember, you play an important role in maintaining your own health and wellbeing. We will provide professional advice and support, and we encourage you to take an active role in your healthcare decisions.

Safeguarding

Crocus Medical Practice is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

If you have concerns about the safety or welfare of a child or vulnerable adult, please speak to a GP, nurse, or member of the Practice team. Concerns will be handled sensitively and appropriately.

Feedback, Concerns and Complaints

We welcome feedback about our services and are committed to learning from patient experiences.

If you have a comment, concern, compliment, or complaint, please contact the Practice in the first instance so that we can try to resolve the issue promptly.

Patient Advice and Liaison Service (PALS)

PALS provides confidential advice, support, and information about NHS services.

Care Quality Commission (CQC)

The Care Quality Commission regulates health and social care services in England.

Website: www.cqc.org.uk
Telephone: 0300 616 161
Email: enquiries@cqc.org.uk

Crocus Medical Practice is committed to working in partnership with patients to provide safe, effective, and compassionate healthcare for our community.