Practice Charter:

1. Routine/prebookable appointments are available with the practice team, these can be booked in advance via the receptionist ie clinics, nurses appointments etc. In the case of the GP, routine appointments can be booked following a previous consultation or following a telephone consultation/conversation.

2. Patients with a medical problem that they consider urgent will ALWAYS be given an appointment on the SAME day. This will be with the most available doctor at that time.

To help us achieve this aim we would ask patients to help us by:

1. Using the 'book on the day' appointments whenever possible

2. Being prepared to wait on those occasions when the doctor is busy

3. Being polite and patient with our staff, who always do their best, often under very difficult conditions

4. Remembering to attend their appointment or cancel in good time should it no longer be necessary

We always welcome any suggestions from patients that may help us improve our practice. Please feel free to talk to a member of staff or the practice manager.

Patient Confidentiality and Data Protection:

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

Suggestions/Complaints:

We are constantly reviewing the services we offer and always appreciate comments from our patients. There are forms available from reception. Any complaints, which should be addressed to the practice manager or one of the doctors, will be dealt with promptly. Our complaints procedure is displayed within the practice.

Zero Tolerance:

Newmarket Medical Practice supports the NHS 'Zero Tolerance' campaign. GPs and their staff are entitled to carry out their duties without fear of abusive, racist or violent behaviour. We will take steps to remove from the practice list any patient who behaves abusively or violently towards doctors, practice staff or other patients. This policy applies equally when offending behaviour takes place off the premises, eg during a home visit.

Freedom Of Information:

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. This scheme is available from reception.