Patient Charter

What we will do for you

  • Treat you with courtesy and respect at all times.
  • Treat you as a partner and discuss with you the care and treatment we can provide.
  • Give you full information on the services we offer.
  • Give you the most appropriate care by suitably qualified staff.
  • Provide you with emergency care when you need it.
  • Try to ensure our system for contacting the duty doctor is easy to follow, reliable and effective.
  • Try to ensure surgeries start on time.
  • See patients within 20 minutes of their appointment time and offer an explanation in the event of a delay.
  • Inform patients if a doctor is called away on an emergency and offer an alternative appointment or, if preferred, another doctor.
  • Refer you to a hospital of your choice when your GP thinks it is necessary.
  • Refer you for a second opinion when you and your GP agree it is needed.
  • Give you access to your health records, subject to any limitations in the law.
  • Keep the contents of your health records confidential.
  • Give you a full and prompt reply to any complaints you make about our services.

What you can do for us

  • Tell us if you are unsure about the treatment we are offering you.
  • Use the duty doctor service only for urgent problems.
  • Ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity.
  • Keep your appointments and let us know as early as possible if you are unable to attend.
  • Try to give us at least 24 hours notice for repeat prescriptions. These are signed between 11am to midday every day.
  • Be patient if your appointment is delayed. Delays are often caused by patients needing emergency attention.
  • Let us know when you change name or address.
  • Your privacy is respected at all times. However, reception staff have been asked by the clinicians to ask for a brief reason for your appointment to help doctors assess the degree of urgency.
  • Staff at the surgery are here to help you. It is a difficult job so please be co-operative and patient.
  • Tell us about any complaints or misunderstandings as soon as possible to allow us to deal with them.
  • Let us know when we have done well.
  • We welcome suggestions as to how our service can be improved.