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:
It is patients’ responsibility to:
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.
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.
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.
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.
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:
Patients are asked to give 48 hours’ notice for repeat prescriptions.