Practice Charter

At our practice we aim to provide our patients with the best quality care available. Our Charter is a statement of what you can expect from this practice and what we feel we can expect in return from you.

Our Responsibilities To You

  • Our premises will be clean and comfortable and have facilities for the disabled.
  • All patients will be greeted in a friendly manner and be treated with courtesy and respect by everyone in the practice.
  • Strictest confidentiality will be maintained by all staff.
  • Patients will be treated as individuals and be involved in their care.
  • We will advise you about how and when to obtain the results of any tests or x-rays you have undergone.
  • We will explain the likely effects of any drugs and review your long-term medication at agreed times.
  • You will be referred to a specialist consultant if the doctor feels it is necessary.
  • You have the right to ask for a second opinion
  • You will have access to a doctor or healthcare professional within 24 hours.
  • You will have access to the doctor of your choice, if available, within five working days.
  • We will try to see you within 20 minutes of your appointment time. You will be offered an explanation if we cannot do this.
  • We will inform you how you can make suggestions or complaints about the services we offer.
  • You have the right to see your written and computerised medical records by arrangement.
  • You will be seen/visited outside the normal practice hours as agreed with the on-call service.

Your Responsibilities To Us

  • We ask that you treat the doctors and practice staff with due courtesy and respect. Violent or aggressive behaviour will not be tolerated.
  • We ask that patients attend their appointments at the arranged time. If they cannot or do not wish to attend they will inform the practice immediately. Persistent non-attendees may be asked to register elsewhere.
  • If you are more than 10 minutes late you may be asked to re-book your appointment.
  • We expect that patients understand that appointments are for one person only. Additional appointments must be made if more than one person needs to be seen. If we are running late please bear with us because on another occasion it may be you that needs the extra time.
  • Please remember that the doctor of your choice may not always be available due to holidays or other commitments.
  • For non-urgent requests, please try to call in the afternoon.
  • Many problems can be solved by advice alone. You should not expect to be given a prescription every time you visit the doctor.
  • Facilities of examination and treatment are better at the surgery and the less time a doctor spends travelling, the more time he is available for patients. Please do not ask for a home visit unless it is really necessary.
  • We can make your medical records available to you within 40 days of your request, and you will be charged an administration fee for this. The records, though, may not be removed from the premises.

Rights And Responsibilities Of Patients

Every patient who makes an appointment should be aware that it is their responsibility to turn up for that appointment or to telephone the surgery to cancel if they are unable to attend. This appointment can then be offered to another patient. A wasted appointment is both inconvenient and annoying to the GP, and could be important to another person.

Please also read posters displayed in reception: 'Patient Responsibilities' and 'Your Charter for Health'.

Access To Medical Records

The practice is registered with the Data Protection Act 1998 and complies with its regulations. Any request for access to notes by a patient, patients representative or outside body will be dealt with in accordance with the Act. Please contact the practice manager for further information.

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a publication scheme. A publication scheme is a guide to the classes of information the practice intends to routinely make available. This scheme is available from the practice manager.

Staff Protection

A zero tolerance policy towards violent, threatening and abusive behaviour is in place in the practice. Our staff have the right to do their work in an environment free from such behaviour, either on the telephone or in the practice. Everything will be done to protect that right. At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list. All consulting rooms are fitted with alarms for staff to summon assistance if required.


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