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Practice Information

Practice Charter

Responsibilities of Medical and Administrative Staff

The practice:

Provides a warm, comfortable atmosphere for you
Offers car parking space for ease of access
Provides space for wheelchairs and pushchairs
Offers access for disabled persons, including toilet facilities
Will be open between 8.00am and 6.30pm with staff available to help you
Ensures that the doctors can be contacted by staff within this time, should an emergency arise
Arranges for most consultations with the doctor to be by appointment or telephone
Ensures that appropriate treatment and advice are given for your condition
Guarantees patients with urgent problems a consultation the same day
If you are seen as an emergency patient, you will be seen as quickly as possible though you will have to be prepared to wait your turn as a queuing system operates
Arranges for all staff to be identified with name badges
Ensures that literature on a wide variety of health and social matters is usually available. Frequently literature in other languages is available, as is help with translation, if required
Assures you that all information about you is held in strictest confidence and that confidentiality will be maintained at all times
The practice will produce repeat prescriptions within 48 hours (two working days) of the patient requesting it. It is the responsibility of the patient to order prescriptions 48 hours before they run out of medication. We cannot always produce prescriptions at short notice and it is important that patients place their order in good time.
Ensures that nurses taking smear tests are fully trained. The results of smears are available by telephone      
Provides a free health check when you first register with us and also if you are aged between 16 and 74 and haven’t seen a doctor over the past three years
Provides a practice booklet detailing services offered at the practice. This gives details of the appointments telephone number Smethwick 0121 558 0105 and Hollybush 0121 423 1205
Ensures that telephone calls you make to the emergency line outside the normal surgery hours, including weekends, will be answered by an answering machine which will tell you the number to contact in an emergency
Gives telephone access to your doctor at appropriate times
Welcomes comments on the services provided. Any complaints will be dealt with promptly by our General Manager who deals with the in- house complaints procedure