Patient/Practice Charter

smiling_patientThe care of your health is a partnership between yourself and the Primary Healthcare Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us. The receptionists are here to help that happen and always adhere to practice-set guidelines. Their job is very demanding so please be patient.

Our responsibility to you

  • you will be greeted courteously
  • you have a right to confidentiality
  • you have a right to see your medical records subject to limitations of law
  • you will be seen on the day of your choice and wherever possible by the G.P of your choice
  • you will be informed if there will be a delay of more than 20 minutes for your appointment
  • you will be referred to a hospital consultant if the GP thinks it’s 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
  • your suggestions and comments about the services will be considered sympathetically and any complaint dealt with quickly

Your responsibility to us

  • please treat all surgery staff with the same respect that you expect to be treat with - we are all just trying to do our job
  • do not ask for information about anyone other than yourself
  • tell us of any change of name or address so that your records can be kept accurate
  • only request an urgent appointment if appropriate. Home visits should only be requested if you are too ill to attend the surgery. Out-of-Hours visits are for emergencies only - remember the doctor 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 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 and allow 48 hours before collection
  • please attend for your annual review when asked to allow us to provide you with the best possible care and management
  • do let us know whenever you feel we have not met our responsibility to you
  • we would of course, be pleased to hear from you when you feel praise is due!

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