At John Hampden Surgery the PPG decided that there wasn’t a clear statement in one place of the basic services offered by the practice. We realised, though, that patients have certain responsibilities too. We ended up agreeing with the surgery a one-page note containing two columns. One is headed “the service you can expect” and the other “your responsibility as a patient”. In effect it is a practice/patient contract. The first column deals with standards for getting an appointment, confidentiality, other services available, and complaints procedures. The second column covers appointment protocol, honesty and politeness, alternatives to seeking a doctor’s appointment, care of your own health, and completing the friends and family test.
A number of different channels are being used to raise awareness of the document, including the website, text, practice newsletter and surgery poster. You can find a link to the leaflet on the front page of the John Hampden Surgery website, under the ‘Surgery news’ section or download it below.