Practice Charter

Our responsibilities to you

We are committed to giving you the best possible service.

  • Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors or nurses names are indicated on their surgery rooms.
  • Waiting Time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
  • Access: You will have access to a doctor rapidly in case of emergency, within half a working day in cases of urgency and otherwise within three working days. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
  • Telephone: We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by telephone.
  • Test Results: If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results.
  • Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
  • Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.
  • Health Promotion: The practice will offer patients advice and information on: steps they can take to promote good health and avoid illness; self-help which can be undertaken without reference to a doctor in the case of minor ailments.
  • Health Records: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.
  • Referrals: If your doctor believes that you need a second opinion, then they will arrange this. Routine referral letters for hospital appointments will normally be dispatched within three working days of the referral being agreed with the doctor. Urgent referrals for hospital appointments may be faxed, telephoned or provided as a handwritten note for the patient to take to the hospital.
  • Choose and Book: This service enables patients to choose a convenient place, date and time for their initial hospital appointment. All patients in England can choose from one of four or five hospitals commissioned by their PCT. The GP and patient discuss any clinical restrictions that apply to the patient’s choice of service(s) and any personal preferences they may have. The appointment can be booked immediately with the GP or with other practice staff while the patient is at the surgery, or, if the patient wishes to book later, after consulting with work, family or friends, they are provided with a printout of their appointment reference number and information on how to book over the phone via a booking management service or on the internet. If the patient does not make a booking, their GP and the booking management service are alerted so they can initiate any follow-up action. This is a big step in giving patients greater involvement in the choices and decisions about their treatment.
  • Over 75s: If you are 75 years or older, annual health checks are available if required.

Your responsibilities to us

Help us to help you.

  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments. Please cancel your appointment us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.
  • We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery. Contact the surgery between 08:30-10:00 to arrange a home visit.
  • Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
  • Test results take time to reach us, so please do not contact before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
  • We ask that you treat the doctors and practice staff with courtesy and respect.
  • Please read our practice booklet. This will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
  • Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.
  • Please ask if you wish to see your doctor. You can discuss any medical matter with the doctor, including asking for a second opinion.
  • Please speak to the practice manager if you wish to see your medical records. This can be arranged by appointment. There may be a fee payable.