Highlight Park Medical Practice

Commitment
We are commited to giving you the highest standard of care at all times and make every effort to achieve this aim.
Courtesy
The practice always endeavours to treat you with courtesy, whether in the surgery, in your home or on the telephone.
Care
You will always be offered the best possible medical and nursing care by suitably qualified people. We constantly monitor our standards and provide a wide range of supportive services and clinics for your benefit.

With Appointments
We would like to apologise in advance for any long waits you may experience, especially during the morning when we run a walk-in surgery. Although we endeavour to keep surgeries running to time, inevitably some patients require longer than others. Please be patient - one day it may be you who needs extra time.

Please cancel if you are unable to attend or are going to be unduly late. Someone else could use the appointment. If you simply do not turn up it is a wasted appointment and a waste of the doctor's time.

With Visits
Please do not request a home visit unless it is strictly necessary. Please phone as early as possible for home visits or emergency appointments.

We believe that it is safe to take a child with a temperature out of doors. This often helps to bring the temperature down.

With Information

Please inform us of changes of name/address/telephone number as soon as possible and do ensure that you order repeat prescriptions in good time.

With Staff

Please be courteous: our reception staff are there to help you. To assess your needs, especially with emergency appointments and home visits, our reception staff are instructed to ask for details of symptoms and any other relevant details. Your confidentiality will be maintained at all times.

We have certain Practice Protocols in place for certain common conditions. If you are advised of this please bear in mind that these instructions are issued by the doctors.

The practice will remove patients from the list who are abusive or violent to the doctors, staff or any other person on the premises. The removal of such patients will be consistent with national guidelines.

Call 0845 46 47 for 24 hour confidential advice and information on health-related matters, local services and self help and support organisations or visit their website at www.nhsdirect.nhs.uk

The doctors and staff aim to provide the best possible service to all their patients and their families. We are always interested to hear your opinion on how well you think we are doing. We welcome compliments, suggestions and constructive criticism as they help us to improve our service. At times you might not be happy with the service you received and you may wish to make a formal complaint.

How Do I Complain?

It is a sensible idea to make a complaint when it is still fresh in your mind.
Please write to the practice manager, Karen Penney.
Should you need help making a complaint, contact the Community Health Council. The telephone number is 029 2037 7407.

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.

The information we hold on our patients is confidential and will not be discussed with anyone without your consent.
The practice complies with the Data Protection Act and the Access to Medical Records Act.