Practice charter

Following the Department of Health’s Patients Charter, the practice developed its own Practice Charter to show our commitment to meeting the quality standards in all aspects of patient care.

We are a group practice consisting of doctors, nurses, manager and support staff who work together as a team to ensure we provide you with the most appropriate service we can. This Charter outlines what we can offer and how you can help us to help you.

Our responsibilities to You Your responsibilities to Us
A. Our relationship with you
We are committed to giving you the best possible service. People involved in your care will give you their names and ensure that you know how to contact them. We will offer you appropriate treatment and advice This will be achieved by working together. You will be treated as a partner in your care. Please let us know if you change your name or address – always put your postcode on your address. In the interest of your health it is important that you understand the information given to you. Please ask us to explain if you are unsure of anything
B. Appointments System
The practice operates an appointment system and we aim for you to see a doctor within 48 hours for non-urgent cases. Please try to book appointments as far in advance as possible.  Appointments can be booked up to 4 weeks in advance. Please let us know if you no longer require a booked appointment.
C. Home Visits & Emergencies
These are for those who are too ill to visit the surgery. Please remember that for further investigations, facilities are on hand at the surgery. We offer a large number of appointments that are kept available on the day and you will be asked if it is “urgent” Our appointments are available from 8.00am to 6.00pm on most days. If you feel you may need a home visit, please contact the surgery before 10am for advice, unless there is sudden emergency need for a doctor.
D. Your Treatment
Following discussion you will be offered appropriate treatment and care given by suitably qualified staff. No treatment will be given without your consent. Repeat prescriptions will be available for collection after 2 working days, if your review date has expired or you need additions to your current medication, please allow 3 days. If you have had tests or x-rays we will advise you when and how you will receive the results. You have the right to see your health records, although there are legal restrictions on this. Please make sure you follow the directions on your medication and that you complete any course of treatment.Please order repeats in good time and be sure of the correct name on your medication We know you may be anxious to have your results. We would ask that you ring after 2pm for your results.Please ask for advice should you feel you need to see your medical records,
E. Hospital Treatment
If you need hospital treatment as an out-patient or in- patient we will refer you to a consultant. Please fully discuss your views with us and let us know what you think of the hospital services. In this way we can work with the hospitals to make sure that quality standards remain high. Please ensure you tell the hospital in good time if you are unable to attend an appointment.
F. Contacting Us
We always try to answer the phone promptly, although of course it is not always possible to do so. Please check the times you should be ringing for the service you require. Do keep your phone call brief and to the point.
Outside surgery hours we use a deputising service but it should be remembered that this is for emergencies only. Please do not telephone out of hours unless it is something which cannot wait until the next surgery time. Please ask for a night visit only when you feel it is a genuine emergency.
G. Information on our Services
We will always try to ensure you are given full information on the services we can offer. Our practice booklet is updated regularly and there are notice boards in the surgery. Please read our practice booklet to help you understand our services and please take copies of our newsletters and information sheets.
H. Your Views on our Services
We will provide you with information on making suggestions and complaints, although we hope in general that you will be happy with what we offer. We always try to answer your comments within one working week, although formal complaints may take longer. Our Practice Manager is always ready to advise. In the unusual circumstance of your being totally dissatisfied with us or the services we provide, you may leave our list and register with another doctor Please read our practice booklet, or ask for further advice from the practice staff. Your views are always welcome. Please remember that it is a pleasure to receive positive comments also. In very rare circumstances, we may ask for patients to be removed from our list. Normally this will happen where a patient has been abusive to our staff.

Thank you for taking the time to study this Practice Charter. If you have any queries, please do speak to our Practice Manager.