Practice Charter

We are committed to giving all our patients the best possible service. This will be achieved by working together. Help us to help you.

Patients have the right to be greeted in a welcoming manner in all circumstances and have the right to be treated with courtesy and dignity irrespective of their race, colour or ethnic origin.

Staff whom you meet face to face will wear name badges so that you know who they are and what they do.

Patients will normally be seen within 20 minutes of their appointment time. When there is likely to be a delay, patients have the right to be informed.

The practice will offer advice and seek to inform patients how they can promote good health and avoid illness.

Patients have the right to see their medical records subject to any limitations in the law. No care or treatment will be given without consent.

Patients who have not seen the doctor during the past three years have the right to a health check.

Patients who are over 75 years of age have the right to have annual checks either in the surgery or at home if they are housebound.

Patients’ Responsibilities

Patients should keep their appointments. Please inform the practice, as soon as possible, if you are unable to keep your appointment. Patients who repeatedly miss appointments or miss 3 or more appointments in 6 months are liable to be removed from the list.

Standard doctor appointments are 10 minutes. The doctor’s time is limited and many patients need to be seen. It is the responsibility of the patient not to delay the doctor unnecessarily and to be aware of other patients’ needs to consult. However, some patients may need longer consultations due to the nature of their illness and the doctor may be delayed.

Please be aware that it can be difficult for doctors to deal with multiple problems safely and appropriately. The doctor may require you to book another appointment if you attend with more than one problem.

An appointment is for one person only.

A doctor can see many more patients in the surgery than visiting. It is the responsibility of patients to come to the surgery when not prevented by serious illness.

Patients should treat staff with courtesy and respect at all times. It is not their fault if the doctor is delayed.

Out of hours calls are for emergencies only. Doctors should be called out when the surgery is closed only in an emergency.

We aim to protect our staff, and patients from people whose behaviour is regarded as unacceptable, abusive, physically or verbally threatening. Patients who behave in this way may be removed from the practice list and the police involved if appropriate.

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