Practice Charter

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our responsibility to you :

  • You will be greeted courteously
  • You have a right to confidentiality
  • You will not be discriminated against on grounds of race, religion or disability and will be treated respectfully as equals.
  • You have the right to see your medical records subject to the limitations of the law
  • You will be seen the same day if your problem is urgent
  • You will be seen by your usual doctor whenever possible
  • We will aim to inform you whenever possible if there is likely to be a delay of more than 30 minutes from your appointment time
  • You will be referred to a consultant when your GP thinks it 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 offered will be considered sympathetically and any complaint dealt with quickly

Your Responsibility to us :

  • Courtesy to the staff at all times – remember they are working under doctors’ orders
  • Please treat all surgery staff with the same respect – we are all just doing our job
  • Do not discriminate against other patients, or staff on grounds of race, disability and to respect all patients and staff as equals.
  • Do not ask for information about anyone other than yourself
  • Tell us of any change of name or address, so that our records are accurate
  • Only request an urgent appointment if appropriate.
  • Home visits should requested if you are really too ill to attend surgery, and night visits should be for only emergencies
  • Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.
  • To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment
  • Please be punctual, but be prepared to wait if your own consultation is an unexpected emergency
  • Please allow sufficient time for your consultant’s letter or the results of any tests to reach us
  • When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • Use the tear off slip to request your repeat prescription whenever possible
  • Please attend for review, when asked, before your next prescription is due
  • An appointment is for one person only – where another member of the family is to be seen or discussed another appointment should be be made available.
  • Do let us know whenever you feel we have not met our responsibility to you.
  • We would, of course, be pleased to hear when you feel praise is due as well.