Practice Charter

How To get An Appointment

All GPs have an appointment system.

I can expect to be given an appointment with a doctor, during working hours, on a day that is convenient for me. In the event of the doctor I requested having to deal with an emergency or being unavailable, I will be offered the chance to consult another doctor.

General Health

I can consult a nurse by appointment, in confidence, during working hours for general advice about my health.

I shall be offered an invitation to have a health check at the surgery if I have just joined the practice.

Repeat Prescriptions

I understand that my doctor may decide to repeat certain medication for me, and if I request such a repeat prescription (including EMIS requests) during office hours it will be ready for collection within two working days.

Home Visits

I can expect to receive a home visit which is clinically necessary on the day of request. Requests should usually be made before 10.00am.

I understand in the time it takes for one doctor to see one patient at home, he can see FOUR patients in the surgery. Therefore I realise that I must try to see the doctor in surgery whenever possible.

I understand that requests for visits between the hours of 6.00pm and 8.00am, and at the weekends, should ONLY be made in the case of genuine acute emergencies.

My Obligations As A Patient

I must make a request for repeat prescriptions in writing/by fax, or in person at reception two working days before I wish to collect them.

I accept that help and advice for non-urgent conditions should be dealt with in normal surgery hours.

I understand that I can see the doctor at normal surgery times with an appointment.

I will not smoke in any part of the building.

I understand that receptionists treat patients with courtesy and friendliness and I as a patient should treat the receptionists in the same way.

I understand that it is not the receptionist’s fault if the doctor is delayed.

Comments, Suggestions And Complaints

If I have a comment or complaint about the way things are run, or if I have a problem with any member of the team, I can ask to speak to the management staff or any team member. I know that any comment or complaint will be taken seriously and dealt with in private. It will be investigated confidentially and I will receive a reply and/or the chance to talk about it and sort things out within three days of the initial contact.

I know that any of my suggestions or complaints can be made without any worries of upsetting the patient/practice relationship.

When I Visit The Surgery

The surgery will be clean and well-decorated and dignity will always be respected. It will provide a ramp to help disabled people and toys to keep children occupied.

I will always know to whom I am speaking when I telephone or visit the surgery.

My Medical Records

The practice team will keep my medical records confidential. If I wish to see my medical records I must consult a member of the practice team with a view to being informed about my rights under The Access to Health Records Act 1990.

As A Patient I Can Expect...

To be registered with a doctor.
To receive emergency care from my family practitioner.
To have appropriate drugs and medicines prescribed.
To be referred to an appropriate specialist acceptable to me when the doctor thinks it is necessary, and to be referred for a second opinion where I and the family practitioner agree that this is desirable.
To receive a copy of the doctors’ practice booklet, setting out the services they provide.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.