Patient Charter

At The Harefield Practice we aim to provide our patients with the best quality care available.

Our charter is a statement of what you can expect from the practice and what we feel we can expect from you in return.

• We are committed to giving you the best possible service we can achieve by working together. You will always be treated with courtesy and respect.
• You will always be offered the treatment we believe is appropriate for you, by a suitably qualified person.
• We will provide Information about our services in our practice booklet and through our staff.
• We will make every effort to see you promptly. Medical emergencies will receive immediate attention and there will be a duty doctor available each day for urgent problems.
• We will offer you an appointment with a doctor within two working days whenever possible. If your own doctor is not available, we will arrange for you to see another doctor. You will be seen by a doctor on the same day if this is appropriate, although we cannot guarantee you will be seen by your own doctor.
• Emergency cover will be available at all times outside normal surgery opening hours by telephoning Harmoni on 0300 0130 3018.
• Medical advice is available 24 hours a day from NHS Direct on 0845 4647
• We will tell you when the results of tests and X-rays are likely to be available and how to obtain them.
• Repeat prescriptions requested Monday to Thursday will normally be available for collection after two working days. Prescriptions ordered on Friday will be available on Tuesday.
• We will strive to promote good health through advice and preventative medicine.
• We will respect your rights of confidentiality and access to your medical records, within the law.
• We will try to deal at once with any problems or complaints which you bring to our attention and welcome your suggestions for improving our service to you.

• You are partners in the care you receive and we ask you to accept your own responsibilities in return. Please treat your surgery staff with due courtesy and respect.
• If you are unclear about your treatment please ask. Try to follow any medical advice given you.
• If you need a home visit, if possible please telephone before 11.00am.
• If you wish to speak to your own doctor please telephone before 10.00am to book a telephone consultation after their morning surgery.
• Only ask for urgent appointments, emergency consultations or home visits when appropriate.
• Let us know as soon as you can if you cannot keep an appointment.
• Please telephone between 2.00 and 4.00pm to obtain the results of investigations and X-rays.
• Whenever possible please request repeat prescriptions using the slip on your prescription form. It may be sent by post enclosing a stamped self-addressed envelope, dropped into the prescriptions post box in the surgery foyer for collection after two working days, or e-mailed on janice.alder@nhs.net
• Please respond promptly to any letters we may send to you.
• Be understanding when your own consultation is delayed by someone else’s unexpected emergency.
• Many illnesses can be prevented through healthy living. Ask about the health promotion activities on offer through the surgery.
• Screening programmes are invaluable in the early detection of certain illness. Please take advantage of them.