Introduction Working Together for Your Care at Medwyn Surgery
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.