Aims and Objectives
Croft Hall Medical Practice consists of dedicated and professional staff. We aim to provide medical care and treatment of consistently high quality for all patients and provide services that meet patients’ needs and wishes. We aim to make care and treatment as comfortable as possible.
The purpose of Croft Hall Medical Practice is the care and treatment of patients who are ill or believe themselves to be ill, for the duration of that condition, including relevant health promotion advice and referral as appropriate, reflecting patient choice wherever practicable. It includes the general management of patients who are terminally ill and the management of patients with chronic diseases in the manner determined by the practice, in discussion with the patient and their relatives or carers as appropriate.
The Practice’s priority is to provide the highest standard of clinical care to patients registered with the Practice, ensuring we work collaboratively with other healthcare providers and support organisations, to enable more of our patients to be treated in a primary care setting, closer to home.
- To understand the expectations of our patients
- To motivate and invest in our team and acknowledge their value
- To encourage all team members to participate in achieving our aims and objectives
- To clearly set and monitor targets in all areas
The objectives of the practice are to deliver a service of high standard in line with professional standards and:
- To be accountable for individual and team performance
- To support each other in achieving patient expectations
- To maintain the highest professional and ethical standards
- To respond rapidly to the needs of our team and our patients
- To ensure our staff are trained and competent through investment and personal development
- To ensure that patients are treated with honesty and integrity, in complete confidence and with the utmost discretion
All consultations are carried out with patients (and their families/carers if appropriate), by qualified personnel in the privacy of the consultation room. Records of all consultations and treatments are kept electronically within the clinical records system.
All patients wishing to register with Croft Hall Medical Practice will be asked to complete the new patient questionnaire which informs the practice of past health and present lifestyle. This enables us to better meet a patient’s medical needs until medical records arrive from their previous surgery.
We care about providing the right treatment to patients, so treatment and procedures are only carried out after discussing fully the benefits and risks with the patient. Patients have the right to ask questions regarding their care at any time.
Patients have the right to make their own decisions regarding medical treatment and care. This practice operates a consent policy, which will be issued on request at any time for the patient to read and understand prior to proceeding with any treatment. Consent to treatment must always be given freely and voluntarily by a person capable of making decisions regarding the treatment.
The privacy and dignity of patients is respected at all times. If a chaperone is required during a consultation or examination, this will be recorded clearly in the patient notes.
Croft Hall Medical Practice’s regulated activities are:
- Diagnostic and screening procedures
- Treatment of disease, disorder or injury
- Surgical procedures
- Maternity and midwifery services
- Family planning
The full range of services provided (including referrals) is:
- A full range of General Medical Services
- Ante-natal Care
- Anticoagulant Service
- Baby Clinic
- Cervical Cytology
- Child health surveillance
- Childhood developmental checks, vaccinations and immunisations
- Contraceptive services including intra-uterine devices
- Disease management services including Asthma, Diabetes, Hypertension, Coronary Heart Disease and Chronic Obstructive Pulmonary Disease
- District Nurse, Health Visiting and Midwifery Services
- Ear Syringing
- Flu Clinics
- Health promotion services for young people and adults of all ages
- Maternity Medical Services
- Minor surgery services
- New patient consultations
- Removal of Stitches
- Smoking Cessation Service
- Travel and other immunisations
Services are provided to the whole of the population and Croft Hall Medical Practice does not discriminate against individuals or groups on any grounds. The Practice is committed to developing and maintaining a safe and secure environment, for its patients, staff and visitors and has a duty to take all reasonable steps to protect and support its staff.
Croft Hall Medical Practice supports the Zero Tolerance Policy. Violent or abusive behaviour by patients, visitors or staff is not tolerated and decisive action will be taken to protect staff, patients and visitors.
Croft Hall Medical Practice is based in the heart of Torquay, close to the local bus and train station. There is dedicated patient parking outside the practice. There are three waiting areas available for patients, which provide a comfortable waiting space. There are clinical rooms downstairs to provide easy access for patients in wheelchairs or with pushchairs or prams. The practice building is also served by a lift which provides access to the first and second floor of the building.
Croft Hall Medical Practice operates a smoke-free policy and the building and car park are no smoking areas.
Croft Hall Medical Practice operates an appointment system, with a mixture of appointments booked either in advance or on the same day. All patients are registered with the practice, rather than with an individual doctor. However if a patient wishes to see a particular doctor we will do our best to accommodate that wish, but where there is limited appointment availability, it may be more appropriate to see the next available clinician.
Home visits are available for those patients who are housebound, too unwell, disabled or frail to be able to come to the surgery. Home visits for reasons of convenience or transport will be declined.
Croft Hall Medical Practice values the views of its patients, staff and visitors and uses these to inform the provision of treatment and care of patients. Patients are welcome to leave feedback at anytime, either in the practice, or through our annual patient surveys.
Should you have cause to make a complaint against any member of our staff, please contact us and ask to speak to our Practice Manager, Claire Peplow or Office Manager, Lydia Whitelegg, who will advise you in accordance with our practice-based complaints procedure.
Our complaints procedure is designed to make sure we settle any complaints as quickly as possible. We shall acknowledge complaints within three working days and aim to have looked into the complaint with 10 working days of the date when it was raised.
We shall then be in a position to offer an explanation or meeting as appropriate. If there are any delays in this process, we will keep the complainant informed.
When looking into a complaint we shall aim to:
- Find out what happened and what went wrong
- Identify what we can do to make sure the problem does not happen again
If the complaint is on behalf of another person, the rules of medical confidentiality will be kept and written consent from the patient will be required.
We aim constantly to improve the service we offer, therefore, we encourage all patients to let us know when we have done something well or if there are any suggestions as to how we can improve our service to you.