Commitment to You and to Us

Our Commitment to You

As a patient of the Silverdale Medical Practice you can expect from our team:

  • That we are committed to providing you with the best possible service.
  • You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious beliefs, personal attributes or the nature of your health problem.
  • You have the right to see your health records, subject to any limitations in the law. We are committed to ensuring that your medical records remain confidential.
  • We shall give you full information about the services we offer. Every effort will be made to ensure that you receive the information, which directly affects your health and the care being offered.

We feel it is important you know who you are speaking to; therefore, all our reception staff wear name badges and will give you their name when you telephone the practice.

We shall endeavour to meet your requests for appointments at times to suit you wherever possible.

If you need an urgent appointment, please make this clear to the receptionist and we will try to fit you in with a doctor the same day.

We shall process your repeat prescriptions within 48 hours of your request, (delays may be caused if a patient has not attended for reviews when required).

We are constantly trying to improve our service. If you have any suggestions or comments about any aspect of our service please inform our Practice Manager, Mrs Andrea Simpson-Hague.

Your Commitment to Us

With these rights come responsibilities, and for patients this means:

  • We ask you to be courteous to the staff at all times (staff are working under strict instruction from the doctors).
  • We ask you to attend appointments on time or give the practice adequate notice if you wish to cancel – lateness or non-attendance causes inconvenience and increases appointment-waiting times for other patients.
  • We ask you to remember that an appointment is for one person only and that if another member of the family needs to be seen or discussed, another appointment should be made.
  • We ask you to make every effort to attend the surgery when possible to make the best use of medical time – home visits should be medically justified and not requested for social convenience. Please contact the surgery before 10.30 am if possible to request a home visit.  Out of hours calls (after 6.00 pm and before 8.30 am Monday – Friday and weekends), should only be requested if they are felt truly necessary. Please call the surgery number where you will hear instructions on how to contact the Out hours service.

The service out of hours is for urgent cases. If your case is not urgent you are better served to wait to see your own doctor the next day. People with serious illnesses need to be seen promptly out of surgery hours, adding.

We will treat you, as we would wish to be treated, please do the same for us.