Practice Charter

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

• You will be treated courteously with respect and dignity irrespective of ethnic origin, religion, cultural beliefs, sex or age
• You have a right to confidentiality
• You have the right to see your medical records subject to the limitations of the law
• Your telephone calls will be answered promptly
• You will be seen the same day if your problem is urgent
• You will be seen by your own doctor whenever possible
• You have the right to choose whether or not to take part in medical student training without affecting care
• You will be informed if there will be a delay of more than 20 minutes for your appointment
• You will be referred to a consultant when your GP thinks it necessary
• You will be given the result of any test or investigation on request or at your next appointment
• Your repeat prescription will be ready for collection within 48 hours of your request
• You will receive a full and prompt reply to any complaints together with a copy of our practice complaints procedure
• Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

• Please treat all surgery staff with the same respect – we are all just doing our job
• Do not ask for information about anyone other than yourself
• Tell us of any change of name or address, so that our records are accurate
• Please keep your telephone calls brief and avoid calling during peak times for matters that can wait
• Only request an urgent appointment if appropriate. Home visits should only be requested if you are really too ill to attend surgery, and night visits should be for emergencies only – the Doctor On-Call will be at work as usual the next day
• Please cancel your appointment if you are unable to attend
• Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
• Please let the doctor know if you do not want a medical student present
• Please allow sufficient time for your consultant’s letter or the results of any tests to reach us
• You will be advised of the usual length of time to wait
• Use the tear off slip to request your repeat prescription whenever possible. Please attend for review, when asked, before your next prescription is due
• Do let us know whenever you feel we have not met our responsibility to you
• If you have a complaint please bring it to the attention of the Practice Manager, who will deal with it in accordance with the practice complaints procedure
• We would, of course, be pleased to hear when you feel praise is due as well