How we work together.

Our Practices are entitled to:

• Receive co-operation, civility and courtesy from its patients at all times.
• We are here to help you but may need information from you to enable us to offer you the most appropriate care. Please help us to achieve this through honesty and openness.
• Consideration — please be patient if the doctors are running late. We do try to see you within a reasonable time, however, delays can occur if emergency situations arise. On another occasion it might be you who needs the extra time.

Our Practices will not accept:

• Physical or verbal rudeness, threats or aggressive behaviour directed towards any member of staff/other patients or repeated abuse of its facilities. We will call for Garda assistance.
• Abuse of the appointments system by persistent late arrival, non-attendance, or cancellation on short notice without justifiable reason.
• Any medical queries or requests by email.

Our practices may remove any patient from our patient list who disregards the guidelines outlined above.

Patient Responsibilities:

• Read the practice website. This will help you get the best from the services available.
• Mutual respect. Please treat the doctors and staff with the same respect and courtesy which you might hope to receive yourself.
• Please inform the practice if you change your contact details (name/telephone/address).
• Please only make appointments that you know that you can keep. If for some reason you are unable to keep your appointment, make sure you inform the practice as soon as possible.
• Please arrive on time, give thought to your travel time, whether by public or private transport.
• Don't ask for another member of the family to be seen at your appointment without making prior arrangements by contacting our reception.
• Ask questions if you are unsure about the treatment or prescription you are being offered.
• Home visits are reserved and must be requested by email or phone with full disclosure of symptoms — our doctors will triage the details, make a decision and get back to you.
• Only use the Out of Hours service when appropriate and medically urgent.
• Tell us about any feedback or misunderstandings as soon as possible to allow us to deal with them.
• We like receiving positive feedback — please let us know when we have done well.

Patients are entitled to:

• Be treated in a courteous, civil and respectful manner.
• Receive full information on the services we provide.
• The most appropriate care by suitably qualified staff, including clear explanation of and advice on the patient's medical condition and any proposed treatment.
• A referral for specialist medical opinion or other second opinion in appropriate circumstances.
• Absolute confidentiality of medical records maintained by the practice(s) subject to any provisions for disclosure imposed or allowed by law.
• Have any formal feedback against the practice investigated and dealt with fairly and according to the practice complaints procedure.
• Request to be seen by a particular Doctor in the Practice. We shall endeavour to comply with this request — please note that from time to time your preferred Doctor may not be available on the day or time that suits you. Other doctors are available.