Patient Charter

All staff at the surgery are committed to delivering high quality services to you, our patients.  We aim to keep you in good health, ensure that you can easily access our services when required and fully understand the care and treatment we offer.  In return we ask that you take responsibility to help us help you.

Our Charter Responsibilities to You, Our Patients:

In particular Doctors must:

  • Make the care of patients their first concern
  • Treat every patient politely and considerately
  • Respect patients’ dignity and privacy
  • Listen to patients and respect their views
  • Give patients information in a way that they can understand
  • Respect the right of patients to be fully involved in decisions about their care
  • Keep their professional knowledge and skills up to date
  • Recognise the limits of their professional competence
  • Be honest and trustworthy
  • Make sure that their personal beliefs do not prejudice their patients’ care
  • Act quickly to protect patients from risk if they have good reason to believe that they or a colleague may not be fit to practice
  • Avoid abusing their position as a doctor; and
  • Work with colleagues in the ways that best serve patients’ interests
  • In all these matters doctors must never discriminate unfairly against their patients or colleagues. They must always be prepared to justify their actions.
  • You should be treated in complete confidence, with respect and empathy at all times.
  • You will be welcomed and dealt with promptly.
  • You will be treated as an equal partner in the care you receive i.e. with our guidance you make your own decisions about how you are cared for.
  • We will give our patients an informed choice with regard to the nature of their condition and the treatment required.
  • We will try to answer the phone promptly and courteously.
  • We will provide good communication with both our patients and others involved in providing health care.
  • We will act promptly on any query or complaint you may have.
  • You should know the name of all practice staff members who form the Primary Health Care Team.
  • Urgent medical conditions will be offered appointments on the same day. Non-urgent conditions will be offered appointments within a reasonable time – holidays and ill-health permitting.
  • All patients should be seen within 20 minutes of their appointment time. We will endeavour to keep to time. If not, an explanation will be given.
  • Consultations should be provided at ten minute intervals. If you feel you need longer, please let the reception staff know.
  • Wherever possible we will give you 24 hours notice of any cancelled surgery or clinic.
  • We will offer advice and information about how you can promote good health and avoid illness.
  • We have the right to remove patients from our list if they threaten violence to any member of staff or ignore their responsibility to us and other patients.
  • Details of who has access to patient information (including information from which the identity of the individual can be ascertained) and the patient’s rights in relation to disclosure of such information can be seen at the patient’s request.
  • A consultation shall take place in the home of the patient where, in the reasonable opinion of the GP, it would be inappropriate, as a result of the patient’s medical condition, for him to attend at the practice premises.

Your Charter Responsibilities To Us

  • We ask that you treat the doctors and practice staff with same courtesy and respect that they treat you.
  • Please try and call outside of peak surgery times for non-urgent requests. Our telephone lines are generally quieter between 12.00 and 1.00 p.m. and 3.00 and 4.00 p.m.
  • Please try to remember that the doctor may not always be available due to other commitments and responsibilities and holidays.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Please be punctual. If you arrive later than your appointment time this may cause delays and inconvenience for other patients. If we are running late please bear with us because on another occasion it may be you that needs the extra time.
  • Please do not expect to be given a prescription every time you visit the GP. Please remember to check cupboards before ordering repeat prescriptions.
  • You have the right to ask for a second opinion.
  • Facilities for examination and treatment are better at the surgery and the less time a doctor spends travelling the more time is available for patients. Please do not ask for a home visit unless it is strictly necessary.
  • Please ensure that your request for a home visit reaches the surgery before 10.30 a.m. unless a genuine emergency arises later.
  • Please do not call out of hours except in real cases of emergency. Wherever possible it is best to wait for the next surgery for non-emergency problems. Please remember the doctor on call will be working the next day as usual.
  • Please remember to tell us if you no longer need your appointment.
  • Please read our practice leaflet as this will give you useful information.
  • All patients are responsible for their own health and should take, where necessary, the appropriate action, help and advice from the Health Care Team.
  • Patients have the responsibility, to the best of their ability, to provide the doctor with all details of past illnesses, medications, hospital admissions and any other matter relating to their health.
  • You have a responsibility to tell us your phone number and any change of address.