Rights and Responsibilities

The care of your health is a partnership between you and the practice team. The success of this partnership depends on several factors:

  • Shared responsibility to prevent problems before they occur.
  • Having a clear understanding of each other’s needs.
  • Developing feedback on how you feel about our services.

Our Responsibilities to You:

  • You will be greeted in a friendly, welcoming manner
  • You have a right to confidentiality
  • Details of your medical records will only be divulged to agencies outside the surgery with your consent. Only members of the practice staff and associated health care professionals have access to your records. Confidentiality is a contractual responsibility of our staff. Anonymised data may be shared with the NHS England or other authorised authorities for auditing and monitoring.
  • You will be offered a routine appointment with a doctor within two working days
  • You have a right to information and answers to questions about your own health.
  • You have a right to see your health records, subject to the limitations of the law (Data Protection Act 1990).
  • Repeat prescriptions will be ready within two working days.
  • Routine referrals will be dispatched to the hospital the next day on our Choose & Book system or within 5 days if a manual referral is done. We will investigate delays longer than three weeks if you inform us that you have not received an outpatient appointment.
  • The equipment we use is regularly serviced, calibrated and properly cleaned.

Your Responsibilities to Us:

In order to give you and other patients the best service, please note the following:

  • You are responsible for keeping appointments with us and for giving adequate notice if you wish to postpone or cancel.
  • The first hour in the morning is the busiest time so please keep telephone calls brief.
  • You should not delay the doctor unnecessarily, other patients are waiting. Several different problems may require more than one appointment.
  • Please remember that an appointment is for one person only. If another member of the family needs to see the doctor, another appointment should be made.
  • You should always come to surgery unless you are prevented by illness or injury. The doctor can see many more patients at surgery than when out visiting, and has a right to ascertain that a visit is truly necessary.
  • Use the out of hours service only if the problem is urgent. Please see Out of Hours Services for other sources of assistance when the surgery is closed.
  • We will always see urgent or distressing problems the same day. You should not claim that a routine matter is urgent, merely to obtain a same-day appointment.
  • Violence or abuse directed at anybody in the surgery will not be tolerated. Special arrangements for the treatment of violent or abusive patients are available elsewhere in Sheffield and we will not hesitate to exclude such patients from the practice list.

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