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

Complaints

If you have a complaint about any aspect of the service within the surgery, please speak to the practice manager. Your complaint will be acknowledged and will be dealt with in the strictest confidence.

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 Gerard Newnham, Practice Business Manager.

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.

Sawston Medical Centre
London Road
Sawston
Cambridge CB22 3HU

Appointments: 01223 727555

Linton Health Centre
Coles Lane
Linton
Cambridge CB21 4JS

Appointments: 01223 892555

Barley Surgery
High Street, Barley
Royston
Hertfordshire SG8 8HY

Appointments: 01763 848244

Market Hill Surgery
Market Hill
Royston
Hertfordshire SG8 9JN

Appointments: 01763 848244