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Patients Charter

Introduction -The NHS Constitution

The NHS is there for us from the moment we are born. It takes care of us and our family members when we need it most. The NHS was founded on a common set of principles and values, and the NHS Constitution establishes the principles and values of the NHS in England. It sets out rights to which patients, public and staff are entitled, and pledges that the NHS is committed to achieving. It also sets out responsibilities, which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.

These rights cover how patients access health services, the quality of care you’ll receive, the treatments and programmes available to you, confidentiality, information and your right to complain if things go wrong. In return, the NHS expects you to take responsibility of your own health and use the NHS with respect. This includes:

  • registering with a GP practice
  • following courses of treatment you’ve agreed to
  • always treating NHS staff and other patients with respect
  • keeping GP and hospital appointments – or if you have to cancel, doing so in good time
  • giving feedback – both positive and negative – about treatment you’ve received

Patient Charter for St Austell Healthcare (SAH)

St Austell Healthcare operates in accordance with GMC (General Medical Council) guidance. We endeavour to do our best for our patients using the resources available and within the framework of NHS regulations. We are committed to the care and wellbeing of our Patients as our first priority.   

We aim to maintain the highest standards of clinical care and our Executive Manager is available for consultation during working hours.

What you can expect from us:

  •  We are committed to providing high quality medical care in a friendly and accessible way to all our patients
  • Carlyon Road Health Hub (CRHH) is open from 8am to 8pm Monday to Fridays to enable patients with urgent problems to consult a Doctor or other clinician on the day. SAH can be contacted through our switchboard number 01726 75555. Patients may be triaged by a doctor or nurse in the first instance and will be offered an appointment at CRHH if deemed necessary and appropriate. Some patients will be given an appointment when they first contact the CRHH.
  • Routine appointments at our planned care sites (Park, Wheal Northey or Foxhole) can be booked either by telephone, visiting one of our sites or by registering and using our online services through the website www.staustellhealthcare.co.uk
  • If you want to see a particular doctor this may take longer.
  • We will treat you with courtesy, respect and dignity at all times irrespective of your age, sex, race, religion, sexuality or the nature of your problem.
  • Your rights to privacy will be respected at all times and data held about you will be handled in accordance with the principles of the data protection act, including your access to your records.
  • We aim to answer the telephone promptly but at peak times this may take up to five to ten minutes
  • We will give you full information about the services we offer, via our website, written information available within the practice or verbally via staff.
  • We operate a transparent complaints procedure which is compliant with NHS standards. Complaints should be made in writing to the Complaints Manager.
  • We welcome any comments or suggestions for improvements in service - please address these to the Operations Manager or the Executive Manager.

  What we expect from patients;

  • Be punctual for appointments and cancel in good time if they are not required.
  • Plan ahead for repeat medication (3 days for repeat medication requests).
  • Show patience & courtesy to Reception & Medical staff particularly when they are attending to other Patients.
  • Be patient if the doctor/nurse is running late – this is usually as a result of giving additional time to a patient with complex/serious health problems.
  • Respect other Patients in the Surgery
  • Advise the Receptionist if special arrangements are required to accommodate a disability.
  • Be prepared to advise the Receptionist what your problem is – this helps us to prioritise and signpost you to the most appropriate clinician. All members of reception are trained to maintain confidentiality.



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