🏥 Mulberry Medical Practice – Patient Charter

🏥 Mulberry Medical Practice – Patient Charter

At Mulberry Medical Practice, we are committed to providing safe, respectful, and high-quality care to all our patients. This charter outlines what you can expect from us – and what we ask from you in return – to ensure a positive experience for everyone.

🤝 What You Can Expect from Us:

• You will be treated with courtesy, dignity, and respect at all times.
• Your medical needs will be assessed and treated by appropriately qualified professionals.
• We will maintain confidentiality and protect your personal health information.
• We will do our best to provide timely access to care and keep you informed about any delays.
• We will listen to your concerns and provide clear explanations about your care and treatment.
• We will take action if you feel your experience has not met the standards you expect.

🙋‍♂️ What We Ask from You:

To help us care for you and other patients effectively, we ask that you:

• Treat all practice staff, clinicians, and fellow patients with courtesy and respect.
• Use appropriate language and behaviour at all times – abusive, threatening, or aggressive behaviour will not be tolerated.
• Attend appointments on time or cancel well in advance if you cannot attend.
• Understand that urgent care will be prioritised, and routine matters may require longer waits.
• Follow the advice and treatment plans agreed with your healthcare professional.
• Use NHS services responsibly – including prescriptions, appointments, and out-of-hours services.
• Help us keep your health records up to date by informing us of any changes.

🚫 Unacceptable Behaviour

We operate a zero-tolerance policy for the following:

• Verbal abuse, shouting, swearing or aggressive gestures
• Threats, intimidation, or any form of physical violence
• Discrimination or harassment of any kind (racial, sexual, disability-related, etc.)
• Repeated misuse of appointments or failure to follow practice policies

Patients who breach this policy may be removed from our patient list and reported to the appropriate authorities where necessary.

📢 Feedback & Complaints

We welcome feedback to help us improve. If you are unhappy with any aspect of our service, please speak to a member of the team or use our formal complaints process. We will always listen and aim to resolve issues fairly and quickly.

Thank you for helping us create a safe, respectful, and caring environment for everyone at Mulberry Medical Practice.