Disabled Access

Wheelchair access is provided at the rear of the building and may be reached via the side of 2 Lisburn Road and a lane way at the rear of that property. 

There is a bell push on the door and the staff will release the door from the reception area.

Patient Rights

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you: 

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Practice Charter

The Government has given the Health service quality standards which are the rights of all patients.  While it is agreed that these standards are important, the Practice feels they are unachievable without the help of our patients. 

You are asked to read this section bearing in mind that the Practice will keep the standards set if you will give it the opportunity to do so.
 
The Practice would expect patients to: 

• Treat doctors and staff with courtesy
• Be punctual for appointments
• Remember an appointment is for one patient only
• Give reception notice if you are unable to attend your appointment
• Be patient if the doctor is running late
• Not request an out of hour visit unless it is an emergency which cannot wait until the morning.

Staff Protection

A zero tolerance policy towards violent, threatening and abusive behaviour is nor in place throughout the National Health Service.  The staff in this practice has the right to do their work in an environment free from violent, threatening and abusive behaviour and everything necessary will be done to protect that right. 

At no time will such behaviour be tolerated and the practice reserves the right to remove such patients from our medical list and/or inform the police.

Confidentiality

You are asked for personal information so that you can receive appropriate care and treatment.  The 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.  It is sometimes necessary, for the effective functioning of a multi-disciplinary team, to share information about you between members of that team.

Complaints

The Practice always tries to provide the best service possible, but there may be times when you feel this has not happened.  The following information explains our in-house complaints procedure, drawn up to respond to patient grievances.  Our practice procedure is not able to deal with questions of legal liability or compensation. 

The Practice hopes you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.  If you use this procedure it will not affect your right to complain to the Health Board.  Please note that the Practice has to respect its duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. 

If you with to make a complaint, please telephone or write to our practice manager.  Full details will be taken and a decision made on how best to undertake the investigation.
 
The Practice believes it is important to deal with complaints swiftly, and so your complaint will be acknowledged within 48 hours and you will be offered an appointment for a meeting to discuss the details within 5 working days.  Occasionally it may take longer, but you will be kept informed throughout.  You may bring a friend or relative with you to the meeting. 

The Practice will try to address your concerns, provide you with an explanation and discuss any action that may be needed.