Policy Statement
Riverside Surgery is committed to providing patient-centred care in line with the principles and guidelines set out by NHS Wales. We recognise the right of patients to express a preference for a specific practitioner when accessing our services. This policy outlines our commitment to honouring patient preferences wherever possible, while ensuring the delivery of safe, effective, and timely care.

Purpose
The purpose of this policy is to:

  1. Uphold the rights of patients to express a preference for a practitioner in accordance with NHS Wales governance policies.

  2. Ensure transparency and fairness in how patient preferences are managed.

  3. Maintain high standards of care while balancing patient preferences with operational and clinical requirements.

Scope
This policy applies to all patients registered with Riverside Surgery and all clinical and administrative staff involved in managing patient appointments and care.

Principles

  1. Patient Rights:

    • Patients have the right to express a preference for a specific GP or other healthcare practitioner when booking appointments.

    • This preference will be respected and accommodated wherever possible, in line with NHS Wales guidelines.

  2. Clinical Appropriateness:

    • Patient preferences will be balanced against clinical need, practitioner availability, and the urgency of the appointment.

    • In cases where a preferred practitioner is not available, patients will be offered an appointment with another suitable practitioner to ensure timely access to care.

  3. Continuity of Care:

    • Riverside Surgery recognises the importance of continuity of care and will strive to ensure patients can see their preferred practitioner for ongoing or related health issues.

  4. Fairness and Equity:

    • All patients will be treated fairly and equitably. Preferences will be managed in a way that does not disadvantage other patients or compromise the overall quality of care.

  5. Transparency:

    • Patients will be informed of the process for expressing a preference and any limitations that may affect their ability to see their preferred practitioner.

Process for Managing Patient Preferences

  1. Booking Appointments:

    • When booking an appointment, patients will be asked if they have a preference for a specific practitioner.

    • Administrative staff will make every effort to accommodate the request, considering the practitioner’s availability and the patient’s clinical needs.

  2. Unavailability of Preferred Practitioner:

    • If the preferred practitioner is unavailable, patients will be offered an appointment with another practitioner or provided with the option to wait for the next available appointment with their preferred practitioner, if clinically appropriate.

  3. Emergency or Urgent Care:

    • In cases of urgent or emergency care, patients may be seen by the first available practitioner to ensure timely treatment.

  4. Recording Preferences:

    • Patient preferences for a specific practitioner will be recorded in the patient’s medical record to facilitate continuity of care.

  5. Communication:

    • Patients will be informed of any changes or limitations affecting their ability to see their preferred practitioner.

Responsibilities

  1. Patients:

    • Patients are encouraged to communicate their preferences clearly when booking appointments.

  2. Administrative Staff:

    • Staff will record patient preferences accurately and make every effort to accommodate them within the constraints of practitioner availability and clinical need.

  3. Clinical Staff:

    • Practitioners will work collaboratively to ensure patients receive consistent and high-quality care, even if they are not seeing their preferred practitioner.

Review and Monitoring
This policy will be reviewed annually to ensure it remains aligned with NHS Wales governance policies and best practices. Feedback from patients and staff will be used to inform any necessary updates.

Equality and Diversity
Riverside Surgery is committed to promoting equality and diversity in all aspects of care. This policy will be implemented in a way that ensures all patients are treated with dignity and respect, regardless of their background or circumstances.