Practice charter

Our responsibilities to you:

  • You will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated confidentially.
  • You will be entitled to have a copy of our practice booklet.
  • We will answer the phone promptly and courteously.
  • You will have access to a non-urgent appointment within two days.
  • A request to see a particular doctor may take a little longer. Urgent cases will be seen the same day.
  • We will try to see you as close to your appointment time as possible. If you have not been seen within 30 minutes, please report to reception and an explanation will be given.
  • Repeat prescriptions will be available within 48 hours of ordering with exception of weekends.
  • We will visit you at home if you are too ill or infirm to be brought to the surgery.
  • We will visit you outside normal working hours for emergencies.
  • We will inform you about how you can make suggestions and complaints about the services we offer.
  • We will offer advice and information about how you can promote good health and avoid illness.
  • With the doctors’ approval, you may have access to your medical records dated from the 1st November 1991.
  • Each member of staff will wear a name badge so you know who you are dealing with.

Your responsibilities to us:

  • We ask that you treat the doctor and all practice staff with due courtesy and respect.
  • Please read our practice booklet. This will help you get the best out of the service we offer.
  • Please try to call outside peak surgery times for non-urgent requests.
  • Please remember that appointments are limited and extras must be emergencies that cannot wait until the next surgery.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Please try to be punctual. If you arrive later than you appointment time this may cause delays and inconvenience to other patients. If we are running late, please bear with us because on another occasion it may be you that needs extra time.
  • Please do not call out of hours, except in real cases of emergencies. Wherever possible, please attend surgery.
  • For access to your medical records, a request must be put in writing to the practice manager. Should you want a written copy then a fee of £10 is requested.
  • Do not hesitate to contact the practice should any queries arise. You will be directed to the person most able to resolve your specific problem.

Date published: 10th October, 2014
Date last updated: 5th December, 2014