Patient Charter

Our commitment to you, our patients

We are committed to giving all our patients the best possible service. We believe in continuity of care each patient will be registered with a named GP who will assume responsibility for overseeing their needs. This includes patients aged 75 years and over.

Privacy and Confidentiality

We will respect our patients’ privacy, dignity and confidentiality at all times. All patients will be treated with respect, kindness and dignity and understanding, irrespective of ethnic origin, religion or cultural beliefs.

Surgery Premises

Our surgery is welcoming, easily accessible and appropriate for patients needs.

Patients’ Rights to General Medical Services

Patients have the right to:

• be registered with a GP
• receive urgent appointments at any time from the surgery during surgery hours
• receive appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agree
• change GP if desired
• be offered a health check on joining the surgery

have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.

Patient Appointments with Health Care Professionals

With a doctor (GP): For routine consultations we will endeavour to offer patients an appointment within 14 working days. For medically urgent requests, we will offer a telephone call or an appointment on the same day. Following a telephone call an appointment may also be arranged.

With a practice nurse: For routine appointments we will offer an appointment within 14 working days.

Waiting Times

• Surgeries will normally start on time.
• We expect patients to be seen within 20 minutes of their appointment time, and in the event of a further delay we will offer an explanation.
• When a GP is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another GP.

What the surgery asks in return

• Please be courteous to the staff at all times - remember they are working under doctors’ orders.
• Please be patient if appointments are running behind time. Good clinical care sometimes requires extra time.
• Responding in a positive way to questions asked
• Be prompt for your appointments and inform the Surgery as soon as possible if you need to cancel or anticipate being late.
• An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.
• Patient home visits should be medically justifiable and not requested for social reasons.
• Patients should make every effort when consulting the Surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
• Patients are asked to give 48 hours notice for repeat prescriptions
• Let us know when name or address details change.
• Please provide feedback – good and bad – to help us improve the service. This can be sent direct to the practice manager via a practice Suggestion Box or via the Patient Participation Group suggestion box, both in reception.