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Practice Charter

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.

Our Resposibility To You:

  • We are committed to giving you the best possible service. People involved in your care will give you their names and ensure that you know how to contact them.

  • The surgery should be well signposted and the doctors’ or nurses’ names are indicated on their surgery doors.

  • We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more that 30 minutes in the waiting room without receiving an explanation for the delay.

  • You will have access to a doctor rapidly in case of emergency. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.

  • We will try to answer the phone promptly and to ensure that there is sufficient staffing available to do this. You should be able to speak to a doctor or leave a message for him/her by telephone.

  • If you have undergone tests or X rays requested by the practice, you should telephone for the results after waiting the required time as discussed with your gp. If you need an appointment following the tests, we will contact you to advise you to book an appointment if you have not already done so.

  • Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.

  • You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.

Your Responsibility To Us:

  • Help us to help you.

  • Please let us know if you change your name, address or telephone number. You may be required to changed surgeries if you move out of our area.

  • Please advise us in good time if you cannot keep your appointment.

  • Ask for visits only when the patient is housebound or too ill to come to the surgery.

  • Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

  • Remember you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

  • The practice is charged for every attendance our patients make at A&E, Urgent Care Centre, Walk in Centre. Please use these services appropriately, and only when we are closed, unless it is a 999 emergency.

  • Patients who provide us with a mobile phone number will be sent automatic reminders for booked appointments and may be sent other information by text. Please advise the receptionist if you would prefer not to receive texts from the surgery.

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