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Practice Charter

Our Responsibilities To You
We are committed to giving you the best possible service. This is best achieved by working together. You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems. Following discussion you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to see you. We will try to ensure that you are seen on time but some consultations take longer than others and we have no way of knowing this in advance. If there is a patient with an emergency or a serious problem we will give them priority. When there is a prolonged delay an explanation will be given by the receptionist or the doctor/nurse.

We will provide you with information about how to make suggestions or complaints about the care we offer. We wish to improve services and would therefore welcome any comments you have.

People involved in your care will give you their names and ensure that you know how to contact them.

We will arrange for a member of the Primary Health Care team to visit those patients who are too ill or infirm to be brought to the surgery.

The practice will offer patient 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.

If you are totally dissatisfied with us or the services we provide you have the right, at any time, to leave our list and register with another practice.

Your Responsibilities To Us
Please 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. Tell us as soon as possible if you are unable to attend your appointment, otherwise other patients may have to wait longer for their appointment.

Please ask for home visits from the doctor only when the person is too ill to visit the surgery.

If you request a visit please be sure to ring the surgery before 10.00am.

Please keep all phone calls brief and avoid calling during the peak morning time for non-urgent matters.

When ringing the surgery for test results please ring after 2.30pm.

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.

Violent or abusive behaviour will be dealt with by the police.


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