Practice Patient Charter
The surgery will be open on all week days excluding bank holidays as advertised on this website. At weekends and between 6.00 p.m. and 8.30 a.m. the duty doctor on call can be contacted by the out of hours service via 111. Between 8.00-8.30 a.m. and 6.00-6.30 p.m. they should be contacted directly on 01306 267 113 Direct telephone contact with the surgery is available between 8.30 a.m. and 6.00 p.m.
On the majority of occasions we will aim to see patients promptly. Please remember there may be times when a doctor has to leave to attend an emergency or the doctor may need to give additional time in surgery to a patient because of the nature of the problem they presented with. If this should happen an explanation will be available from the receptionist.
Suggestions from patients to improve any part of the practice will always be welcomed. Complaints will be discussed openly and taken seriously. These can be made via the doctors, reception staff or, ideally, the practice manager. All complaints will be acknowledged in writing. Equally if there is something you are particularly impressed with we would be happy to hear about that too, via the same channels.
The practice is committed to providing you with the best possible medical care. This can only be achieved by working together, please help us to help you.
Patient Responsibilities
Please try to call between 11 a.m. and 6 p.m. for non-urgent requests.
Please note that during holiday times your doctor may not be available.
Please do everything you can to keep appointments. Tell us early if you cannot keep an appointment. If you arrive later than your appointment time this may cause delays and inconvenience to other patients. If we are running late please be patient – on another occasion it may be you who needs the extra time.
Please remember to tell us if you change your name, address or telephone number.
Please do not call out of hours except in cases of real emergency.
Wherever possible wait for the next surgery.
Cowfold Medical Group MISSION STATEMENT
For Our Patients
We aim to deliver high quality care that is accessible to all our patients within an environment that is also caring and responsive to all.
We endeavour to deliver patient centred care and to treat patients with dignity and respect whilst ensuring all decisions made are based solely on the clinical need of the patient.
To enhance the quality of life of individuals in the local community through the efficient use of all health care resources available.
To provide an environment which is clean, safe and welcoming without discrimination.
To focus on prevention of disease by promoting health and well-being and offering care and advice to our patients.
To respond quickly and proactively to any concerns patients may have about the service they receive from us.
Your Responsibilities To Us
To keep your appointments or let us know as soon as possible if you cannot attend.
To treat our staff with respect and courtesy and understand that we have a zero tolerance policy for abusive language or behaviour.
To engage with us regarding any suggestions, compliments or complaints so that we can continue to learn and grow.
For Our Practice Team
We aim to maintain a supportive, fulfilling and rewarding working environment for all.
To listen to all team members and value comments, suggestions and contributions.
To encourage personal development through regular and effective appraisal and educational events.
You and Your General Practice – Practice Guidelines
https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/