Practice Charter

Practice Charter

You have the right to:

  • Be offered access to a healthcare professional within 24 hours and a GP within 48 hours of contacting the practice (excluding weekends and bank holidays)
  • Be offered appointments with the GP, nurse and healthcare assistant that can be booked in advance
  • Receive emergency medical treatment or advice when the practice is closed
  • Speak confidentially with a member of the reception team
  • Access to a healthcare professional will provide you with the information and support you need to manage your health conditions and stay as well as possible.
  • Be issued with repeat prescriptions within two working days
  • Access to facilities for disabled persons
  • Access to baby changing facilities
  • Be chaperoned during consultations
  • Request the support of translator services
  • Contact the reception team to receive the results of any medical test
  • Be referred for specialist or second opinion the patient and the GP agree
  • Have the right to view your medical records on completion of a Subject access request form, and to know that those working for the NHS are under legal obligation to keep the contents confidential.
  • To have a named accountable GP
  • Have your concerns, suggestions or complaints listened to and acted upon by the practice in accordance with the practice’s in-house complaints procedures.

We can only deliver consistently high standards with your help. So please remember to:

  • Use the skills and support available from your local community pharmacist for common minor ailments.
  • Be respectful to the staff at all times – remember our staff wants to do their best to help you.
  • Respond in a positive way to questions asked by the reception staff.
  • Let us know as soon as possible if you cannot keep an appointment. This will help us to see someone else instead
  • An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
  • Tell the receptionist or clinician if you change your name, address or telephone number
  • Return equipment such as blood pressure monitors when you no longer need them, so they can be used by other patients
  • Check your repeat prescription re-order slip to ensure that the item(s) that you request is available for re-issue, if it isn’t use the acute script order form in surgery.
  • Turn off your mobile telephone when in consultation
  • Be considerate of other patients and their carers when visiting the practice
  • Give us your comments and suggestions – so that we can monitor and improve our services whenever possible or join our patient participation group.

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