Our Expectations:
- Please tell the practice of any change of address or telephone number
- Children must be supervised at all times.
- The building and car park has a strict no smoking policy.
- Mobile phones should be switched off whilst on the premises.
- Please display courtesy to our staff at all times – remember, they are working under our doctors’ orders.
- Respond in a positive way to questions asked by our reception staff.
- Attending appointments on time or giving the practice adequate notice that you wish to cancel. Someone else could use your appointment!
- Please engage with the practice when you are invited for your annual check; this check often acts as a medication review to ensure it is safe for you to continue on repeat medication.
- An appointment is for one person only – where another member of the family needs to be seen or discussed another appointment should be made, and the Medical Record be made available.
- You should make every effort when consulting with the surgery to make the best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
- When you are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
Our surgery also exercises a Zero tolerance – this means:
Our staff come to work to care for others and it is important for all members of the public and our staff to be treated with courtesy and respect.
In line with the rest of the NHS, and to ensure this is fully observed, we have a Dignity at Work and Zero Tolerance Policy. This means that rude, aggressive or violent behaviour towards our staff or any member of the public within our practice premises will not be tolerated under any circumstance.
If this behaviour does occur, then this could lead to the police being notified and/or patients being removed from our list. Thank you.
What you can expect from us
Here at Fenham Hall Medical Group we aim to provide our patients with the best quality care available:
- To be treated in a polite and respectful manner at all times by all members of the practice team
- The surgery to be clean and comfortable.
- Referral to a consultant when appropriate for your condition
- Confidentiality at all times.
- That no students can attend your consultation without your permission. You will always have the right to refuse.
- Waiting times to be kept to a minimum; however, you will be informed of any unavoidable delays which may occur during consultation time.
- A female chaperone available on request
- To be given your test results by a receptionist, at the doctor’s discretion, to save you having to make an appointment.
- Your repeat prescription ready 48 hours after ordering (working days only)
- Immediate attention in cases of emergency
- A home visit if you are too ill to attend the surgery.
- An accessible building
- Be advised of any changes that may affect you.