Lowther Medical Centre aims to provide high quality health care in a responsive, supportive, courteous and cost effective manner. We will:
- Provide a service which puts patients’ welfare at the heart of all we do
- Work within the framework of NHS PRIMARY CARE SERVICES to provide professional medical, nursing and other services which meet the identified needs of patients.
- Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team.
- Nurture a culture which is innovative, forward looking and adaptable.
Caring for wellbeing in body, mind, spirit and relationships
- Conveying compassion in word and action
- Assessing and responding to needs
- Providing an appropriate range of services
- Maintaining a health promoting environment
- Showing courtesy
- Seeking to understand
- Treating all fairly
- Value each person as a unique individual
- Being especially supportive to the vulnerable
Working as a team
- Relating well within the team
- Valuing the contribution of each team member
- Building a mutually supportive environment
- Co-operating with other teams
- Encouraging responsible involvement by our patients
- Speaking and acting truthfully
- Being accountable for our actions
- Learning and improving
- Adapting to change
- Building on achievements
- Developing our services
We strongly support the NHS policy on zero tolerance.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
This behaviour is not tolerated at all.
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.
We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.
If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.
Examples of Unacceptable Standards of Behaviour
- Excessive noise eg recurrent loud or intrusive conversation or shouting.
- Threatening or abusive language involving swearing or offence remarks.
- Derogatory racial or sexual remarks.
- Malicious allegations relating to members of staff, 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.
Removal from the List
In exceptional circumstances, a breakdown may occur between a doctor and his patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed from the doctor’s list. Where possible, conciliation would always be the preferred route.