Partnership Agreement between the Practice and our Patients
At Medwyn Surgery, we are committed to ensuring that everyone is treated with respect and dignity including all patients, their families, carers and staff in our practice team.
We want to encourage all patients to access our services in a positive way that ensures an effective relationship is fostered at all times.
We have therefore developed this memorandum of understanding for both the practice and patients to provide clear points of access so that patients can take full advantage of the services provided and also help us to manage patient expectation on our response times and services. In addition, it allows the practice to set out our expectations for how patients should interact with our practice staff and access our services and premises.
Medwyn Surgery will aim to:
Provide patients with clear access to health care services, patients can:
· Access our services:
o Online by visiting www.medwynsurgery.nhs.net – from here you can:
§ Order all medication - Order a repeat prescription - Medwyn Surgery. To order:
· Repeat medication, we ask for five working days’ notice.
· Medication which is not on repeat prescribing or has been prescribed by a hospital or other clinician, we ask for ten days’ notice.
· To order controlled drugs, we ask for seven days’ notice.
Please note this does not include individual pharmacy wait times.
§ Request or cancel an appointment - Request or cancel an appointment - Medwyn Surgery. Patients are asked to state whether this is an admin query or medical request. We aim to reply to all admin queries in three working days and your response will be read in four working hours for a medical query.
§ Make self-referral for NHS Talking Therapies, eye problems, hearing tests, maternity and pregnancy, and smoking cessation - I want to refer myself (accurx.com)
§ Request admin support e.g. doctors letter, Fit (sick) note, Referral follow up , Repeat prescription or test results - Admin Query - What is this about? (accurx.com) We aim to reply to all admin queries within three working days.
o NHS App – we encourage all patients to download the NHS App. Details of how to do this can be found here: NHS App and your NHS account - NHS. From the App you can book certain appointment types, cancel all appointments, order repeat medication and view your GP health record. Please talk to Reception and they can help you set up access to your NHS account.
o Telephone Medwyn Surgery on 01306 882422 and talk to one of our Reception Team.
o In person – we encourage you to contact us on-line rather than in person as this helps us to keep queues shorter in our Reception, but feel free to pop in if you are unable to access online or via the telephone and one of our Receptionist team will help you. Repeat prescriptions can be ordered via reception if you have a repeat prescription slip.
Please note that all urgent requests for appointments should be made through our online appointment request form, telephone or in person. Other forms of communication such as email and post is not monitored for emergency requests.
· Access all of our services and be provided with respect, dignity and confidentiality at all times.
· Raise any concerns or complaints about your care or our services and that these will be investigated and responded to. All complaints will be acknowledged in three working days. Please see our complaints procedure for more information. Complaints Procedure for Patients - Medwyn Surgery
Patients are asked to:
· Be polite and respectful towards all individuals (staff and other patients).
· Not make inappropriate or unacceptable remarks to any staff or other patients at the practice including any abusive remarks related to any individuals:
o age
o disability
o gender reassignment
o marriage or civil partnership
o pregnancy
o race
o religion or belief
o sex
o sexual orientation
· Not undertake any form of threatening abuse or violence towards any individual (staff and other patients) at the practice – this can be physical, written or verbal abuse. Please see our Violent and abusive Behaviour section on our website – we have a ZERO tolerance to verbal, physical and written abuse or aggression towards staff - Violent and abusive behaviour - Medwyn Surgery. Examples of unacceptable behaviour includes:
o violence
o excessive noise e.g. recurrent loud or intrusive conversation or shouting
o aggressive, manipulative, threatening or controlling behaviour – this could be written online on social media or via email communications as well as physical and in person
o threatening or abusive language involving swearing or offence remarks – again written or verbal
o derogatory racial or sexual remarks
o malicious allegations relating to members of staff, other patients or visitors
o offensive sexual gestures or behaviours
o abusing alcohol or drugs on practice premises
o drug dealing on practice premises
o wilful damage to practice property
o threats or threatening behaviour
o theft
· Use our services responsibly including:
o To request appointments for genuine medical queries and concerns.
o To engage with any remote appointments, we may offer over the telephone in addition to face to face.
o To attend face-to-face services where it is important to be seen in person, (including when physically able to do so, rather than requesting a home visit).
o Engage in appointments when it is clinically required to do so, for example, prescribing new medication or treatments with an appropriate clinician - we cannot prescribe new medication from an email request or have consultations via email.
o Not attending the surgery when under the influence of alcohol or drugs.
o Attend appointments on time.
o Cancel any booked appointments that are no longer required to avoid wasted appointments. Please see our DNA policy on our website. Did not attend (DNA) policy - Medwyn Surgery.
o Request repeat prescriptions within the requested number of days as listed above under ‘Access our services’.
o Use our health care professional’s time in an appropriate manner e.g. do not seek appointments for minor ailments that can be self-treated in the first instance.
o To raise only genuine concerns or complaints you may have about your care or the services we provide you.
· To respect surgery premises and property.
· To attend the surgery premises for the purpose of engaging with our services.
We want to foster positive relationships with our patients at all times and invite patients to agree to the terms of this memorandum of understanding as a commitment to our ongoing relationship.