Practice Charter

It is our aim to provide our patients with the best quality of care.  This Practice Charter details our approach to looking after our patients, as well as patients’ own responsibilities when they are in contact with the practice.

It is Masterton Medical’s responsibility to ensure that:

  • Patients are treated courteously by all of our staff.
  • Patient privacy and dignity are respected.
  • Personal details are kept confidential.
  • Patients are provided with a clear explanation of their healthcare issues, and any treatment required.
  • Where necessary, patients will be referred to a relevant specialist for their medical condition.
  • Any complaint will be dealt with promptly.
  • A high standard of hygiene is maintained at the practice at all times.

It is patients’ responsibility to:

  • Be courteous to all Masterton Medical staff at all times.
  • Respect the privacy of staff and patients by refraining from any photography, filming or recording while in the practice.
  • Be on time for appointments.
  • Cancel an appointment in good time, if it is not longer needed.
  • Understand that not every appointment results in the GP issuing a prescription.  Sometimes there are other options for treatment.
  • Only request an urgent appointment for an urgent matter.
  • Take medications according to the instructions provided.
  • Attend testing if the GP has made a referral.
  • Attend specialist appointments if the GP has made a referral.
  • Inform the practice of any changes to personal details, including name, address, phone number.
  • Inform us if we have not upheld our responsibility.

Patient Conduct

Masterton Medical expects patients to treat all staff and other patients with respect at all times.  Physical or verbal abuse will not be tolerated.  The practice upholds a zero-tolerance policy on these matters.  The practice reserves the right to permanently remove from our register any patient who is disrespectful of staff and/or other patients, demonstrates inappropriate behaviour or who betrays trust.

Payment Policy

Masterton Medical has a ‘pay on the day’ policy.  Where this isn’t possible, payment is required within 7 days.  For patients who are having trouble with settling their bill, payment plans can be arranged.  For more information contact 06 370 0011.

Complaints Policy

Masterton Medical strives for excellence in the service it provides.  If a patient has cause to complain about our service please contact us as soon as possible on 06 370 0011, email [email protected] or complete a complaints form available at reception.

Medical Students

Masterton Medical is often involved in the training of medical and nursing students.  Patients will always be asked for their consent for a student doctor or nurse to be present at their appointment.  If a patient does not give consent, the medical student will withdraw from the consultation.

Waiting Times

The practice would normally not expect wait times to exceed 30 minutes.  Where delays are occurring, staff will keep patients informed.  Patients can assist with keeping wait times at a minimum by:

  • Observing the ‘one patient, one appointment’ rule by not asking for other family members to be treated at the same time.
  • Being punctual for appointments.
  • Being aware that being late for an appointment might result being asked to re-book.
  • Keeping to the 15 minute appointment time.
  • Discussing with the GP a maximum of two medical issues at each 15 minute appointment.
  • Booking a longer appointment if there are several issues to discuss.

Repeat Prescriptions

Patients are asked to give 48 hours’ notice for repeat prescriptions.

Privacy Policy

Masterton Medical respects patient confidentiality and ensures the privacy of patients in accordance with both the Health Information Privacy Code 2020 and our Privacy Policy.