Patient Charter

These are standards set within the practice for the benefits of our patients.  It is our job to give you treatment and advice.  No treatment will be given without your informed consent. We are committed to providing the best possible service. It is important you understand all the information given to you.  Please ask if you are unsure of anything.

Our responsibilities to you

We will endeavour to treat you with courtesy, respect and sensitivity at all times.  Patients will be treated irrespective of their ethnic origin, religious and cultural beliefs, gender, sexual orientation, social class, disability or age.

You have the right to see your health records subject to limitations in law.

We provide full information on the services we offer.

Your doctors, their staff and everyone working for the NHS have a legal duty to maintain the highest level of confidentiality about patient information.

We will try to answer the phone promptly with courtesy at all times.  We will endeavour to provide sufficient staff to achieve this.

We operate an appointment system and we try to ensure you are seen on time.  Where there is a prolonged delay the receptionist should be able to provide an explanation.

We are a training practice and therefore they may be occasions when a trainee GP may be present at your consultation.  You have the right to ask anyone present to leave during an examination however your co-operation would be greatly appreciated as this helps to achieve better standards of practice.

We will process prescription requests within 48 working hours.  We do not take prescription requests over the phone.

Outside of surgery hours patient care is covered by 111.

We have a complaints procedure, details of which can be provided on request.  Any comments, suggestions or complaints you have about the services we provide should be made to the practice manager.

You have the right to receive the most appropriate care available which will be given by suitably qualified staff at your surgery.  This includes being referred to a specialist where necessary.

Your responsibilities to us

You are ultimately responsible for your own health and that of your children.

You should take advice from your practice to prevent ill health wherever possible.  For example, you should avoid smoking and if you drink, do so sensibly and in moderation.

If you have made an appointment, you are responsible for keeping it or giving adequate notice to the practice to cancel, in order that it can be made available for someone else.

A doctor can see many more patients within surgery times than during home visits.  It is therefore your responsibility to come to surgery unless you are prevented from doing this by illness or infirmity.  Please try to request a home visit before 10am.

If you change your name or contact details please inform the surgery so that this information can be updated.

Try to keep phone calls brief and avoid calling during peak times for non urgent matters.

Please remember that one appointment is for one person.

Private medicals, reports and certificates are charged for (see fees in waiting area).  They are considered non-NHS work and NHS work takes priority so please allow plenty of time for the completion of these.

The practice operates a ‘zero tolerance’ towards violent, abusive or threatening behaviour and any person behaving in this way can expect to be removed from the practice list.

You have the right to leave the practice and register at another practice.

Good general practice is based on good doctor and patient relationships requiring trust and mutual respect.  It is important that this state of affairs should continue.  We believe this is basic to good patient care.

Patient Charter reviewed May 2018