Practice policies

Practice Charter

We will:

Treat you with courtesy, respect and as an individual at all times
Maintain confidentiality at all times
Endeavour to see you as near to your appointment time as possible – should there be any delays we will inform you of our findings
Deal with any suggestions or complaints that you may have and inform you of our findings

We ask that you:

Treat our staff with courtesy and respect
Let us know if you are unable to keep an appointment
Keep us informed of any changes of name/address/telephone number
Please keep all telephone calls brief and try to avoid calling during the peak morning time for non-urgent matters
Remember that you share responsibility for your own health and that of your children

Zero Tolerance

If a patient is abusive or aggressive towards any member of the practice team, or any other person on the practice premises, we shall reserve the right to remove them from our list.

Similarly if a patient is abusive on social media or by written word they too will be removed.

Mission Statement

Purpose

Granta Medical Practices aims to work with patients to maximise their health
We provide a comprehensive evidence based community healthcare service of high quality and professionalism
We optimise sustainable efficient use of all available resources including promotion of patient self-reliance

Values

Granta Medical Practices treats everybody with respect, compassion and integrity
We aim to maximise the potential of our workforce through the nurturing of individual skills and creativity and the creation of a healthy working environment
We promote excellence through collaborative working, ongoing education and teaching

Vision

Granta Medical Practices will always endeavour to continuously improve itself even further – providing an efficient, effective range of healthcare
Innovation, team work and responsibility will continue to enthuse us and those we connect with
The standards achieved will be a beacon for others to follow

Our values

Patients come first
Listen to our patients and each other
Trust and integrity must underpin everything
Be accountable
Positive attitude and appropriate response, every time
Understand the total patient experience
Courtesy, respect and consideration to all at all times
Be proactive and plan ahead whenever possible
Embrace change and improvement

We are very proud of our surgery and all our staff work hard every day to deliver an excellent level of service in often difficult circumstances.

Whilst we always try to meet an individual patient’s requirements we will always balance this against the wider clinical needs of all our patients. (An example of this is when we have to attend to urgent medical issues for one patient resulting in another patient waiting).

Naturally, patient feedback is a critical part of both our continuous improvement process and a core input to planning our services.

A named GP for all patients

From April 2015 all patients, including children, must be allocated a named, accountable GP who takes responsibility to oversee the delivery of care. Although this is a new requirement in the GP contract, we have always allocated patients to a named GP.

Patients can and should feel free to choose to see any of the GPs in the practice in line with current arrangements.

Complaints

We welcome all patient feedback. If you are unhappy with the service you have received from us please let us know. This leaflet will explain how to do this. All complaints will be dealt with in the strictest confidence.

Infection Control

Granta Medical Practices take infection control very seriously. View our Infection Control Statement (PDF opens in new window). Should you have any concerns regarding an infection control matter or levels of cleanliness at any of our sites, please write to us at Sawston Medical Centre, London Road, Sawston, Cambridge, CB22 3HU.

Chaperone policy

Granta Medical Practices is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and that the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

When to request your chaperone

Wherever possible we would ask you to make this request at the time of booking an appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you have any questions or comments regarding this policy please contact Nikki Foster, Head of Operations.

GP Net Earnings

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Granta Medical Practices in the last financial year was £73,999 before tax and National Insurance. This is for the equivalent of 23 full time GPs who worked in the practice for more than six months.

JOIN OUR GROUP

Help develop our practice and contribute your ideas by joining our patient consultation group.

Patient participation group

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