Practice Charter

Our commitment to you

Our objective is to meet the need of every patient in a consistent and coordinated way You have the right to be treated courteously

• You have a right to absolute confidentiality
• You have a right to full involvement in your healthcare by having a clear explanation of any investigation or treatment that you may need.
• You will receive advice about lifestyle issues in order to help you avoid illness
• You have a right to be referred to a specialist consultant acceptable to you when a Doctor thinks such a referral necessary
• You have a right to look at your health records, subject to the statutory limitations and assuming reasonable notice is given.

In addition

• It is sometimes necessary for the doctor to perform examinations which patients find embarrassing. If you wish, you can ask for another member of the practice team, e.g. a nurse to be present. Alternatively you may arrange another appointment with a doctor of your choice or at a time when you can bring a friend or relative. You should not avoid an examination if the doctor believes that you need it.
• If you have an 'Urgent' medical condition you will be given priority and be seen as promptly as is practical. In line with the NHS Plan, our aim is to offer all patients an appointment with a primary care professional within 24 hours and a Doctor within 48 hours. It is your right to bring this quality standard to our attention if you believe it is not being met.
• Appointments will run to time as far as possible. Any delay will be due to medical necessity such as an emergency call out. Where there is a delay of more than 30 minutes you will be informed so that you may make an alternative appointment if you wish.
• You may choose whether or not to take part in any research or training in which the practice is involved.
• Your comments and suggestions about the practice will always be welcomed and dealt with promptly.
• Any complaints you may have about the service given will be dealt with promptly in accordance with the Practice Complaints Procedure, which is available on request.
• Repeat prescriptions will be ready for collection after 2.00 p.m. the day after they were requested. Repeat prescriptions are not processed at weekends or on Bank Holidays

Your responsibilities to us

You can help us to achieve our aims and ensure that you receive the highest quality health care in the following ways:

• By being courteous to staff and doctors at all times (we operate a zero tolerance policy) 
• By attending appointments promptly
• By letting the staff know in advance if you are unable to keep a pre-arranged appointment. By doing this you will avoid inconveniencing others and wasting valuable appointments with doctors and nurses.
• By remembering that an appointment is for one person only. When members of the family or a friend needs to be seen at the same time as you, a separate appointment will be necessary
• By trying to see the same doctors at the same surgery premises for each individual period of illness. However, for a new period of illness it may be appropriate for you to see the first available doctor.
• By requesting a home visit only if you are too ill to leave home.
• By treating the facilities in the waiting room with care and remembering that parents are responsible for the behaviour of their children.