Patients’ rights to General Medical Services as part of our Registered GP Practice

Patients have the rights to:

• be registered with a General Practitioner
• change doctor if desired
• be offered a health check on joining the practice
• receive emergency care at any time from the practice
• receive appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agrees
• have the right to view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential.

With these rights come responsibilities and for the patients this means:

• Courtesy to the staff at all times – remember they are working under doctors’ orders.
• Responding in a positive way to questions asked by the reception staff.
• To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
• An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
• 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.
• When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
• Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary

Guidance when Visiting the Walk in Centre

The walk in centre is commissioned by Sussex ICB to contribute towards the urgent care strategy within Brighton and Hove. It different from the services you should expect from a GP practice or A&E. To help with your expectations please see the following guidance explaining more

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:

• GOV.UK – The NHS Constitution for England
• Important Information Regarding Our Walk-in Clinic Services

Zero Tolerance

As a Practice we are very aware that visiting your GP can, at times, be stressful and concerning for patients. Delays in obtaining appointments and delays in surgery times, due to unforeseen emergency appointments, can also add to these concerns.

We always strive to meet patient expectation and deliver the highest standards of healthcare. For the vast majority of our patients we achieve this, despite the finite resources and steadily increasing demand for services that exists today within the NHS.

Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect.

In line with the rest of the NHS and to ensure this is fully observed we have instigated a Dignity at Work and Zero Tolerance policy, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

Anyone patient who verbally abuses a member of practice staff will be sent a letter from the Practice confirming that this behaviour will not be tolerated. Any future violation of this policy may result in removal from the Practice patient list. The Police will be called in all cases of violence.

The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non observance will not be accepted.

Zero Tolerance – Walk in Centre additional information

Please find more information about our zero tolerance guidance specifics for the walk in Centre.