Partnership Agreement

Working Together for Your Care at Medwyn Surgery Partnership Agreement

Working Together for Your Care at Medwyn Surgery Introduction At Medwyn Surgery, we are committed to ensuring that everyone - patients, their families, carers and our staff - is treated with respect and dignity. We want to encourage all patients to access our services in a positive way - fostering strong and effective relationships at all times.

We have developed this Partnership Agreement for both the practice and our patients to clarify the ways patients can fully benefit from our services and help us manage expectations around response times. In addition, it sets out how we expect patients to interact with our practice team and access our services and premises.

Medwyn Surgery Will Aim To: Provide Patients with Clear Access to Healthcare Services Patients can: Access our services online by visiting www.medwynsurgery.nhs.uk. From there, you can: Order all medication - Order a repeat prescription Repeat medication: we ask for five working days’ notice.

Medication not on repeat prescribing or prescribed by a hospital/other clinician: ten days’ notice.

Controlled drugs: seven days’ notice.

Please note that this does not include individual pharmacy wait times.

Request or cancel an appointment (Request or cancel an appointment - Medwyn Surgery).

Patients are asked to state whether this is an admin query or a medical request. We aim to reply to all admin queries within three working days and medical queries will be read within four working hours.

Make self-referrals for NHS Talking Therapies, eye problems, hearing tests, maternity and pregnancy and smoking cessation (I want to refer myself (accurx.com)).

Request admin support (e.g., doctor’s letter, fit (sick) note, referral follow-up, repeat prescription, or test results) (Admin Query - What is this about? (accurx.com)). We aim to reply to all admin queries within three working days.

Use the NHS App We encourage all patients to download the NHS App. Details on how to do this can be found at NHS App and your NHS account. From the app, you can: Book certain appointment types Cancel appointments Order repeat medication View your GP health record.

Please speak to Reception if you need help setting up your NHS account.

Telephone Medwyn Surgery on 01306 882422 to speak with one of our Reception team members.

Visit in person We encourage you to contact us online rather than in person to help keep Reception queues shorter. However, if you are unable to access services online or by telephone, feel free to come in and a Receptionist will assist you. Repeat prescriptions can be ordered via Reception if you have a repeat prescription slip.

Please note that all urgent requests for appointments should be made through our online appointment request form, by telephone, or in person. Email and post are not monitored for emergency requests.

Access to all of our Services We are committed to providing respect, dignity and confidentiality at all times.

Address Any Concerns or Complaints All complaints about your care or our services will be investigated and responded to and will be acknowledged within three working days. (Please see our complaints procedure for more information: Complaints Procedure for Patients - Medwyn Surgery.)

Patients are asked to: Be polite and respectful towards all individuals (staff and other patients).

Not make inappropriate or unacceptable remarks to any staff or other patients at the practice, including any abusive remarks related to an individual’s: Age Disability Gender reassignment Marriage or civil partnership Pregnancy

Race Religion or belief Sex Sexual orientation

Not undertake any form of threatening abuse or violence towards any individual (staff and other patients) at the practice – whether physical, written, or verbal.

(Please see our Violent and abusive Behaviour section on our website – we have a ZERO tolerance to verbal, physical and written abuse or aggression towards staff.

Examples of unacceptable behaviour include:

Violence Excessive noise, e.g. recurrent loud or intrusive conversation or shouting Aggressive, manipulative, threatening or controlling behaviour - this could be written online on social media or via email communications, as well as physical and in-person Threatening or abusive language involving swearing or offensive remarks - written or verbal Derogatory racial or sexual remarks Malicious allegations relating to members of staff, or other patients or visitors Offensive sexual gestures or behaviours Abusing alcohol or drugs on practice premises Drug dealing on practice premises Wilful damage to practice property Threats or threatening behaviour Theft

Use our services responsibly, including: Request appointments only for genuine medical queries and concerns Engage with remote appointments (e.g., telephone) and attend face-to-face services when needed Attend in person if physically able, rather than requesting a home visit, unless there is a genuine need Understand that new medication or treatments must be prescribed by an appropriate clinician following a proper appointment (not via email) Not attend the surgery under the influence of alcohol or drugs Arrive on time for appointments.

Cancel any booked appointments that are no longer required to avoid wasting them. (See our DNA policy.)

Request repeat prescriptions with the appropriate notice as listed above Use healthcare professionals’ time appropriately (e.g., self-treat minor ailments first if safe to do so) Raise only genuine concerns or complaints about your care or the services we provide Respect surgery premises and property.

Attend the surgery premises for the purpose of engaging with our services.

We want to foster positive relationships with our patients at all times and invite you to agree to the terms of this memorandum of understanding as a commitment to our ongoing relationship.