Mission Statement
E12 is committed to delivering the highest standards of primary care with equality, dignity, and respect to our patients and staff. E12 aims to provide professional, high quality, accessible, person-centred, integrated care in a safe, responsive and courteous manner.
Our Vision
i. We aim to provide the best possible outcomes for our patients in a safe and welcoming environment.
ii. We aim to ensure our GPs and staff are approachable, respectful and patient-centred.
iii. We aim to be at the forefront of modern general practice, offering a good range of services and facilities.
iv. We aim to use technology smartly to improve the efficiency and effectiveness of our administration, patient interaction and clinical management.
v. We aim to support the professional development of all our staff so that they have a greater understanding of best clinical practice and current treatment of diseases/conditions.
vi. We will seek to collaborate and work in partnership with other healthcare providers, neighbourhood teams and PCN to strengthen community links and respond to local, regional and national initiatives and directives.
vii. We aim to deliver safe and appropriate care, including medication, to our patients in line with current guidelines.
viii. We aim to empower patients to actively participate in their own healthcare decisions, service choice and care plans.
ix. We aim to nurture a blame-free reporting culture (either patients or staff) and continually seek out ways to improve the care we provide.
x. We aim to provide appointments at times to suit all patient groups, with a choice of male and female GPs.
xi. We will maintain patient confidentiality, and ensure all staff understand their responsibilities in both confidentiality issues and consent.
xii. We aim to meet, or exceed, national Quality and Outcomes Framework (QOF) targets.
xiii. We aim to provide a safe and supportive environment for our staff.
Core values and Principles are:
Accountable: We ensure we take responsibility for our actions and are open and transparent to the individuals who use our service.
Fair: We are consistent in the way we deal with people, both patients and staff, we act courteously, show consideration, compassion and understanding; valuing each person as an individual.
Professional: We strive to achieve a high level of medical care for our patients and are responsive to medical need, both for the individual and for the community as a whole. We maintain our professional learning and follow local and national guidelines, where appropriate to do so.
Patient-centred: Each patient's individual needs and experience are our first consideration and at the heart of everything we do.
Quality: We provide the highest possible standards of care and treatment to patients with diversity, fairness and equality of access.
Premises: We provide our patients with a clean, modern and safe environment when they visit us.
Ethical: We work within an ethical frame work at all times through a policy of openness and transparency.
Innovation: We continually innovate to bring about change for the wellbeing of our patients. These will be met as far as possible as financial resources allow.
Teamwork: We work together and support each other for the benefit of our patients.
Staff: We invest in the development of staff to provide a highly skilled work force. Our staff is expected to display compassion, courtesy, professionalism and integrity in all their dealings with patients, their families and with each other.
Innovative: We constantly review the service we provide and improve it when and where possible. We use all available resources, including technology to provide the best service we can.
We respect and value everyone for their contribution, we engage with the community and local resources where possible, we celebrate peoples’ differences and provide equality of opportunity for all without discrimination.
To all our patients, we undertake to:
· Treat you with respect and courtesy always.
· Provide you with advice and treatment in a timely manner.
· Empower you to make decisions about your health and wellbeing by treating you as an individual.
· Discuss what treatment is available and refer you on to other health care professionals, wherever necessary.
· Act as your advocate and guide, when you need health and social services.
· Maintain confidentiality in what we discuss and the records we keep on your behalf.
· Keep up to date with developments in health care by continuing to learn.
In return we ask you to:
· Respect our staff; they always try to do their best for you.
· Keep your appointment or let us know as soon as possible if you are unable to attend.
· Only use the out-of-hours services for urgent conditions which can’t wait until the next day or until after the weekend.
· Let us know if you have any suggestions or cause for complaint as soon as possible (there is a suggestions box in the waiting room).
· When we have done well please let us know by completing NHS questionnaires and providing online feedback.
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