Practice Charter

You will be treated as a partner in the care and attention you receive. Suitably qualified people will give you the most appropriate care for you. No care or treatment will be given without your informed consent.

In return you are asked to take responsibility for your own health, in partnership with your doctor, by accepting offers of screening and health promotion activities, and by following a healthy life-style. You should also be prepared to provide the doctor or nurse with details of your past illnesses or medication, hospital admissions and any other relevant information. If you are unsure of anything, please ask questions and try to follow the medical advice offered.

We produce a practice leaflet describing the services we offer. This will help you get the best out of the service we offer, along with the information contained on our website.

Patient’s Rights

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you. You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect.
• You will be treated as a partner in the care and attention that you receive.
• All aspects of your visit will be dealt with in privacy and confidence.
• You will be seen by a doctor of your choice subject to availability.
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call.
• You can bring someone with you, however you may be asked to be seen on your own during the consultation.
• Repeat prescriptions will normally be available for collection within two working days of your request. You can request your repeat prescriptions via our online form.
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters.
• You have the right to see your medical records or have a copy subject to certain laws.

Patient’s responsibilities

With these rights come responsibilities and for patients we would respectfully request that you:

• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you.
• Please ensure that you order your repeat medication in plenty of time allowing 48 working hours. You can use the Repeat Prescriptions Request form to request your repeat prescriptions.
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family.
• Please attend any specialist appointments that have been arranged for you, or cancel them by using the Cancel an Appointment forms if your condition has resolved or you no longer wish to attend.
• Please follow up any test or investigations done for you with the person who has requested the investigation.
• Attend appointments on time and check in with reception.
• Patients who are more than 20 minutes late for their appointment may not be seen.
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel through our online form. Appointments are heavily in demand, and missed appointments waste time and delay more urgent patients receiving the treatment they need.
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made. Please visit our Consulting Room to book an appointment.
• Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience. Please visit our Home Visits page for further information.
• Please inform us via our Change Personal Details form when you move home, change your name or telephone number, so that we can keep our records correct and up to date.
• Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us.
• Let us have your views by completing our Feedback form. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.
• You are responsible for ensuring that any medical records you are given to keep (such as child health records) are available for your doctor or other health workers to see when necessary.
• If you have any complaints, comments or suggestions about us or the services we offer, please raise them with the business manager.

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:

• GOV.UK Website
• NHS Choices Website