The main reception area is staffed by a team of highly trained, efficient and friendly Patient Services Advisors, who are there to take essential details of your problems, sympathetically and in complete confidence. They will provide advice on the best use of our services and liaise on your behalf with the medical team and outside agencies.
Castle Practice is an accredited paperlite practice, which means that all office functions in relation to your medical records are performed using computers. Our staff have extensive knowledge and training in this busy area to enable them to fulfil their role. They are extremely busy all day dealing with various queries in relation to patient health care, not just staffing the front desk; please be patient.
For your convenience, and in line with our paperlite attitude, we have installed an automated check in (self-check in) to allow you to check in for your appointment. This can be especially helpful if there is a large queue waiting for the front desk.
Patients with a sensory disability should inform the Patient Services Advisor if they require assistance.
The Patient Services Advisors are led by Lisa Fulton, Office Manager, who is available should you have any queries in relation to reception services.
Rights and Responsibilities as a Patient:
As a patient you have a right to:
- Be registered with a GP
- Receive emergency care at any time through a GP
- Receive health care on the basis of clinical need regardless of ability to pay
- Be given a clear explanation of any treatment proposed, including any rights and any alternatives, before you decide whether you will agree to treatment
- Have appropriate drugs and medicines prescribed
- Be referred to a consultant acceptable to you when a GP thinks it is necessary and be referred for a second opinion if you and the GP agree this is desirable
- Have access to your medical records, subject to any limitations in the law, and know that those working for the Castle Practice are under legal duty to keep the contents confidential
- Choose whether or not to take part in medical research or medical student training
- Request a yearly health check if you 75 years or over
- Be given a copy of the practice booklet, setting out the services provided
- Receive a full and prompt reply to any complaints about the services provided by the practice
Responsibilities as a patient:
- Wear a mask in the Health Centre when attending a face to face appointment with a clinician
- Treat the doctors and practice staff with courtesy
- Be punctual for appointments
- Give the practice as much notice as possible if you are unable to keep your appointment
- Be patient if appointment times are running late – please remember it may be you who needs extra time on another occasion
- Contact a doctor out of surgery hours only in the case of an emergency which cannot wait until the next working day
- Plan ahead when ordering repeat prescriptions
