Patient Charter

All of our staff are dedicated to providing a quality of service which fully meets patient’s requirements. In particular:

  • All patients have the right to be greeted with courtesy and respect.
  • All patients have the right to absolute confidentiality.
  • Patients have the choice to be seen by a male or female doctor for routine appointments.
  • Requests to see a specific clinician will be considered, but cannot be guaranteed and may have a longer wait.
  • Patients will be medically reviewed the same day when they have a medically urgent complaint.
  • Patients will have appropriate treatment prescribed and clearly explained.
  • Patients will be referred to a consultant when the clinician thinks it is necessary.
  • Clinical staff will begin surgeries at the appointed time. Delays may occur due to medical necessity, however, waits longer than 30 minutes will be highlighted and explained to patients.
  • The practice will inform patients of local services available via leaflets, posters, newsletters and the practice website.
  • Patients may have access to their medical records on written request and in accordance with current legislation.
  • The practice has an NHS approved complaints procedure. Details are available via our website, or at the reception desk.
  • The practice welcomes suggestions for improvements, which should be directed to the Practice Manager.
  • Our receptions will ask for a brief reason for an appointment to help us to navigate you to the most appropriate appointment. This information is not compulsory.  

With these rights come responsibilities and we would ask our patients to respect the following points:

  • All patients are expected to treat practice staff with courtesy and respect.
  • The practice has a zero tolerance policy toward any behaviour deemed to be violent, aggressive or abusive. Unacceptable behaviour will not be tolerated and may lead to removal from the practice list, and/or police involvement.  
  • Patients are expected to attend appointments on time and give adequate notice to cancel when they unable to attend. Persistent missed appointments may lead to removal from the practice list.
  • Appointments are for one person only. Separate appointments should be made for family members if this is required.
  • Appointments slots are limited to10 minutes, allowing sufficient time to only discuss one problem in a safe and effective way. Patients should request a longer appointment if they wish to discuss multiple problems.
  • Patients should make every effort to attend the surgery for appointments. Home visits should be medically justifiable and not requested for social convenience. Visits should be requested before 10am.
  • Patients should allow 2 full working days when requesting a prescription. Requests for repeat medication will not be taken over the telephone.
  • Patients should inform the practice when they change their telephone number or address, failure to do so may result in delays in treatment.
  • Patients should understand that there is a charge for non-NHS work (eg Insurance forms & medical reports), and respect that they may take up to 4 weeks to process.
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