Patient Charter


Our Practice Charter:

The Surgery is committed to providing a high quality primary health service to meet the needs of all our patients. We regard the care of your health as a partnership between yourself and the Practice. The success of this partnership depends on co-operation and shared responsibility. In the Charter we set out what our mutual responsibilities are to achieve a high standard of care.


Our Responsibilities to You

  • We will be courteous and respectful, treating you as an individual at all times.
  • You will be able to speak to a Doctor of your choice, where possible and subject to availability.
  • You will be informed in detail of any treatment, changes at all times
  • Prescription requests cannot be taken over the telephone – allow at least 48 hours for processing
  • We will respect your right to seek a second opinion and we will try to help you obtain this.
  • You have the right to confidentiality
  • You have the right to see your medical records subject to the limitations of the law
  • All information regarding complaints and news will be accessible on our website at all times.
  • Complaints will be acknowledged within 3 working days.
  • We have the right to remove patients from our list.
  • Home visits are for the housebound patients or those too unwell to attend the surgery.
  • The surgery often have healthcare students, you will have the choice of whether or not to participate.
  • You will be contacted the same day if your problem is urgent
  • You will be referred to a consultant when your GP thinks clinically necessary

Your responsibility to us:

  • We operate a Zero Tolerance Policy and will not tolerate any unacceptable behaviour on the premises or towards our team.
  • You are responsible for your own health. Please act on our advice and take medication as prescribed.
  • Inform us of any change in name, address or telephone number.
  • If you do not speak or understand English well, please bring an interpreter along with you when you come to the Surgery.
  • Please cancel your appointment if you are unable to attend
  • Please remember that the Doctor or Nurse of your choice may not always be available due to other commitments you will always be offered an alternative
  • Always order your repeat prescription in plenty of time, don't wait until your medication has run out.
  • Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
  • Please let the doctor know if you do not want a healthcare student present
  • Please be available for review’s when asked, before your next prescription is due
  • If you have a complaint please address it with our practice via our complaints procedure on the website.
  • We would of course be pleased to hear when you feel that praise is due as well