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Practice Charter

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Our Responsibility To You

We are committed to giving you the best possible service.

Names People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors’ or nurses’ names indicated on their surgery room doors.

The surgery uses a television call in system and all patients are requested to check the TV screen attentively and note the room number displayed on the screen.

Waiting Time We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay. The receptionist will keep you informed if a doctor is running late.

Access You will have access to a doctor rapidly in cases of emergency. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.

Telephone We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by telephone the same day.

Test Results If you have undergone tests or x-rays ordered by the practice, please ring the surgery after 10.00am for your results or we will inform you of the results at your next appointment.

Respect Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.

Information We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

Health Promotion The practice will offer patients advice and information on steps they can take to promote good health and avoid illness as well as self-help which can be undertaken without reference to a doctor in the case of minor ailments.

Health Records You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.

Your Responsibility To Us

Help us to help you

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot make it to the appointment so that someone else can be given your appointment.

Please ask for a home visit by the doctor only when the person is too ill to visit the surgery.

Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.

We ask that you treat the doctors and practice staff with courtesy and respect.

Please read our practice booklet. Along with this website, it will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.

Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

Consultations Policy

Routine appointments can be booked in advance to see the preferred doctor by a patient. However this will not be possible in an emergency or same day appointment, when the appointment will be given with the doctor on call.

If you express to see a preferred doctor for a routine appointment, any available appointment should be given to you by the receptionist. You should be offered a choice of dates by the receptionist. The surgery has a policy of offering routine appointments four weeks in advance.

Your Responsibilities - is to make and keep the appointment and to cancel any appointment immediately if it is not needed by you. Your co-operation will be highly appreciated.

Summary Care Records

If you would like to opt out of the summary care records please inform the management of the surgery as soon as possible. This service is optional and the data is used by the NHS anonymously for statistical purposes. All medical information is kept confidential and no information will be given to any organisation by the NHS England.

Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

Ask at reception for further details.

Zero Tolerance

This a zero tolerance practice. There is no acceptable reason for violent, threatening or abusive behaviour within general practice. We will not tolerate any form of violence on the premises. Any incidence of such behaviour will be recorded and reported to the police.

If you are verbally or physically violent against a doctor or staff member, or if you behave in such a manner that the person fears for his/her life, Bromley CCG will be notified and you will be immediately removed from the practice list.

Clinical Commissioning Group

Derry Downs Surgery is included in the area covered by Bromley CCG.

You can contact the CCG at:

Bromley Clinical Commissioning Group
Bassetts House
Broadwater Gardens

Tel: 01689 853339

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