Highcliffe Medical Centre


	NHS GP Practice - Dr. John Pillinger, Dr. Reginald Odbert, Dr. Stephen Collins, Dr. Naveed Sami, Dr Anne Lloyd-Thomas, Dr Lucy Godwin and Dr Zelda Cheng.


	Highcliffe Medical Centre & The Mudeford Surgery NHS treatment available from both male and female doctors offering many specialised services


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PATIENTS CHARTER

THE PRACTICE RESPONSIBILITIES

You will be treated as a partner in the care you receive.

You will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated with confidentiality.

You will be able to see a doctor on the day of request, provided that you contact the surgery between 8.30am and 2.30pm.

The Practice will ensure that you can have a non-urgent appointment with the doctor of your choice. However, there may sometimes be a delay involved before this is possible.

The Practice will explain the likely effects of any drugs prescribed and review your long term medical needs at agreed times.

If the Practice believe you need a second opinion, they will try to help you obtain this.

A doctor will visit you at home if you are too ill or infirm and unable to be brought to the surgery,

The practice has the right to remove patients from their list if they repeatedly and persistently ignore their responsibilities to the Practice and to other patients.

The Practice will ensure a doctor is on call at all times.

The practice will discuss any issues which may lead to change within the patient participation group and will keep you informed of any relevant changes.

PATIENTS CHARTER

THE PATIENTS RESPONSIBILITIES

Help the Practice to help you. Being a partner means that we have responsibilities to each other.

The Practice requests that you treat the doctors and all the staff with the same courtesy and respect

Please remember that the doctor may not always be available due to other commitments and holidays.

Please do everything you can to keep appointments and inform the Practice as soon as possible if you can't.

A patient should not expect to be given a prescription at every visit to a doctor. Please check your existing supplies before ordering repeat prescriptions.

The patient has the right to ask for a second opinion.

The less time doctors spend travelling, the more time is available for patients. Please don't ask for a home visit unless it is strictly necessary. Please make requests between 8.30am and 10.00am whenever possible.

Please do not call the surgery out of hours except in a real emergency. Whenever possible, it is best to wait for the next surgery.

If a patient is seriously unhappy with the Practice or the service provided, you have the right to leave the list and register with another Practice.

Please read the Practice Booklet, as this will provide full details of how to best use this Practice.


	Highcliffe Medical Centre Heila House 248 Lymington Road Highcliffe Christchurch BH23 5ET Tel: 01425 272 203 Fax: 01425 277 505 The Mudeford Surgery 10 Falcon Drive Mudeford Christchurch Tel: 01425 272 112


	What if my personal details change? If you change your name, address or telephone number, please notify the surgery as soon as possible. Failure to do so may result in the Health Authority removing you from the Practice list.

How do I register a complaint?

If you have a complaint or concern about the service you have received from any of the Practice staff, please let us know. The Practice operates a complaint procedure as part of an NHS system for dealing with complaints. An information leaflet is available on request.


	HOW DO I REGISTER WITH THE PRACTICE? Please bring your Medical Card along to the Practice and the receptionist can help you complete it. If you have lost your Medical Card contact the Dorset Health Authority Health Line on 0800 66 55 44 for a replacement. New patients are asked to fill in a personal health questionnaire and to make an appointment with a Practice nurse for a basic health check. Visitors to the area and holiday-makers are registered on a special form available at reception. After registration you may see a doctor regardless of with whom you are registered. If you are foreign visitor you may be entitled to NHS treatment as a temporary resident. If not, then you can be treated as a private patient. Current fee scale is available at reception. If you wish to change to another Practice simply take your Medical Card to the Practice of your choice and ask if they will accept you onto their list.

Facilities for disabled patients

Access to the centre is provided for disabled people. Wheelchairs and assistance are available on request. There is a suitably adapted toilet available for patients' use.