Patient Charter



Our approach to your healthcare

The Chaucer Surgery is managed by the Maliing Health group and provides general  medical services to its patient population.  We offer a number of community based services within its practice for the benefit of our patients.  We focus on improving patient’s experience of care and strive to continuously improve the quality of care provided.

NHS Warwickshire Community Services has worked with staff and the Patient Forum to identify a vision for the future which is:

‘We are committed to providing excellent health care which is responsive to need.’

Patient's rights and responsibilities

Access - The practice works within the NHS guidelines for access.  Patients should be able to access a GP appointment within 48hours of your request.  However, if your request is for a specific GP this time frame extends to 7 days.   Patients can book appointments to see the GP or nurse up to 2 weeks in advance.

Cancellation /Did Not Attend Policy— The practice does request its patients to cancel appointments booked for GP or other health professionals in advance to enable us to offer the appointment to another patient.  We appreciate that sometimes this is difficult, however, we do monitor appointments held where patient do not attend.  Patients who do not attend booked appointments on 3 consecutive occasions within a 6 month period will be notified of such in writing.  Continuation of this may result in patients being removed from the practice list.

Chaperone Service - If requested a member of the practice staff can accompany you during your consultation and/or examination with GP or nurse.

Zero Tolerance – The practice operates a zero tolerance policy on violence and aggression.  Any patient deemed to be violent or aggressive, be it either verbal or physical, may be removed from the practice list.

Who has access to patient information

Information about you – Your GP and other health professionals caring for you keep records about your health and any treatment and care you receive from the NHS.  These may be manual or computerised records.  Everyone working for the NHS has a legal duty to keep information about you confidential.  We may need to share information about you so we can all work together for your benefit.  We will only ever use or pass on information about you if others involved in your care have a genuine need for it.  We will not disclose information to third parties without your permission unless there are exceptional circumstances, such as when the health or safety or others is at risk or where the law requires information to be passed on.  Further detail is available via a leaflet at the practice.

Access to Records - Patients have the right to access\have a copy of their own records, but this is subject to the Data Protection Act Rules and payment of no more than £50.  Please put your request in writing to the Practice Manger.  You should also be aware that in certain circumstances your right to see some details in your health records may be limited in your own interest or for other reasons.

Freedom of Information Act - This Practice is also subject to the Freedom of Information Act which allows patients to have information about the business of this Practice.  Please put your request in writing to the Practice Manager.

The practice occasionally participates in studies or audits of its patient population managed by the PCT or in agreement with a third party organisation.  This is primarily to monitor or improve quality of services, medications prescribed or as part of our patient chronic disease management programme.  At all times, your information is anonymised.

Policy on violent or abusive patients

Zero Tolerance – The practice operates a zero tolerance policy on violence and aggression.  Any patient deemed to be violent or aggressive, be it either verbal or physical, may be removed from the practice list.

Change of patient's personal details

It is vitally important that the Practice is kept informed of any changes to your address and/or contact numbers.  A daytime contact number is of particular importance should the Practice staff need to contact you for any reason.

When should I see a nurse?

Nurse appointments are usually available 5 days per week, subject to staff absence.  Our practice nurses are responsible for providing the following clinical services:

Diabetes Review; Ear Syringing; Contraceptive / Family Planning Advice; Cervical Screening; Smoking Cessation; Child Health Surveillance/Immunisations; Travel Vaccinations; Woundcare; General Healthy Lifestyle Advice; ECG

Our Healthcare Assistant is r4esponsible for providing the following services; New Patient Medical Checks, Phlebotomy, Healthy Living Clinics, BP Checks and Smoking Cessation Clinics.

Why see a nurse practitioner instead of a doctor?

All healthcare professionals are trained to a high standard, however each are specialists in their own area.  Nurses are specialised in a number of clinical areas and receive annual training updates with the latest information, treatment and techniques available.  At all times, GP or nurse colleagues will refer to one another for support and advice on a specific patient if/as and when needed.

Nursing care at home

A local district nursing team is based in Nuneaton.  The practice refers any temporarily or permanent housebound patients to their service for nursing support at home where appropriate.  This does not restrict the patient or Carer requesting a GP home visit.

The district nurses can be contacted by telephoning 024 7638 5598

How can patients have their say

Patient satisfaction is important to us, therefore, by involving patients we hear about the issues that matter to you, the patients.  These issues may include areas such as the comfort and warmth of the surgery, appointment systems and prescription services or they may be about hospital admissions/discharges or transport for the elderly or district nursing.

You can address any issues, suggestions or concerns direct to the Practice Manager or you may wish to contact a representative of the Patient Participation Group (PPG) who will represent your views at our quarterly meetings.  Should you wish to join the PPG, please ask any member of staff for more details (patients must be over 18 years of age).