Practice Charter

At Masterton Medical we aim to provide our patients with the best quality care.  Our patient charter is a statement of what you can expect from our practice and in turn what we feel we can expect from you.

Our approach to your healthcare

As a patient of our practice you can expect:

  • To be treated courteously by the doctors, nurses and admin staff.
  • Your privacy and dignity to be respected.
  • Your details will be kept confidential.
  • A clear explanation of your care and treatment.
  • You will be referred to a specialist appropriate to your condition when necessary.
  • Any complaint will be dealt with sympathetically and promptly.
  • A high standard of hygiene to be maintained on these premises at all times.

Your responsibility to us: we would expect

  • Courtesy to all the staff at all times – remember they are working under doctors’ orders.
  • To attend appointments on time.
  • To cancel in good time if you are unable to attend an appointment so that someone else can use the appointment.
  • To inform us of any name, address and telephone numbers changes in case we need to contact you.
  • To only request an urgent appointment if appropriate.
  • To let us know when you feel that we have not met our responsibility to you but please give praise when it is due.
  • Not to expect a prescription from every consult with the doctor. There may be other options for treatment.
  • To take medications according to instructions and only ask for a repeat prescription if you need one.
  • To go for tests that your doctor has referred you for.
  • To attend appointments if your doctor has referred you to a specialist.
  • Refrain from any photography, filming or recording while in our practice, in order to protect the privacy of our patients and staff.

Payment Policy

Our policy is for payment on the day of consultation.  Payment plans are also available if required and can be tailored to suit your budget.

Complaints Policy

We are continually striving to improve the standard of professional service to our patients. If you have suggestions or are unhappy with the service you have received, please fill out one of our suggestion/complaints sheets found in our waiting rooms or phone us.

Medical Students

We often teach medical and nursing students and sometimes you may be asked to see the doctor or nurse with a student present. You will always be asked in advance if this is acceptable and, if not, you have the option to request for the student to withdraw from your consultation to allow you the have your consultation in private.

Privacy Policy

Our practice is committed to maintaining the confidentiality of your personal health information.

Patient Conduct

We expect that our patients will treat all our staff and other patients with respect at all times. Any physical or verbal abuse will not be tolerated in any way. The practice fully supports a zero-tolerance policy on these matters.  The practice reserves the right to have any patient betraying our trust in these ways to be removed from our list and they will be expected to find another health care provider.

Waiting Times

We would normally expect to see you within 30 minutes of your appointment time, and will always try to keep you informed if we are running late.

Your responsibilities to us are:

  • To observe the “one patient, one appointment” rule and not ask for other family members to be treated at the same time.
  • To attend punctually for appointments.
  • Some of our doctors do run to time and may not see you if you are late.
  • Appointments are 10 – 15 minutes long. Please avoid coming with a “shopping list” of problems because it causes delays for the other people waiting to see the doctor. You are welcome to book for a double consultation if you feel you need more time – a double fee will apply.

Repeat Prescriptions

Patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it allows for accurate prescribing.