Patient Charter

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim. The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our Promise to you

  • You will be greeted courteously
  • You have a right to confidentiality
  • You have the right to see your medical records subject to the limitations of the law
  • You will be seen the same day if your clinical need is prioritised by a GP as urgent
  • You will be referred to a consultant when your GP thinks it necessary
  • You will be given the result of any test or investigation that your GP has organised on request
  • Your repeat prescription will be ready for collection within 48 hours of your request
  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

Your obligations to us

  • Treat all medical centre staff with courtesy in a professional manner
  • Not ask for information about anyone other than yourself
  • Tell us of any change of name or address, so that our records are accurate
  • Only request an urgent appointment if appropriate. Home visits should only be requested if you are too ill to attend the medical centre and are housebound
  • Cancel your appointment in advance if you are unable to attend
  • Be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency for the on-call staff
  • Use the tear-off slip or online services to request your repeat prescription whenever possible.
  • Attend for review, when asked, before your next prescription is due
  • Limit your discussions with staff to the clinical need you have on that day and not engage staff in recreational discussions about other matters, causing them to run late
  • Let us know whenever you feel we have not met our responsibility to you
  • We would, of course, be pleased to hear when you feel praise is due as well
  • We will not tolerate violent or abusive behaviour to any member of staff within our practice and such behaviour will result in you being removed from the practice list immediately.