Patients Charter

What you should reasonably expect from our practice

  • You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origins, religious beliefs, personal attributes or the nature of your health problems.
  • Staff will maintain your right to privacy and not discuss your illness with other staff or doctors within hearing distance of other people.
  • Your doctors and practice nurses will strive to see you within 30 minutes of your appointment time. Where this is not possible you will receive an explanation for the delay.
  • If you need a repeat prescription, one will be provided within 48 hours (Monday to Friday) of your request. Please visit our Prescriptions page for further information.
  • Patients needing an urgent appointment will be able to see a doctor within 24 hours (If you ask for a named doctor this may take longer). For further information please visit our Appointments page.
  • You have a right to a full explanation of your illness and any tests, investigations or consultations relating to that illness. You must inform us if you do not understand the explanation.
  • If you require a home visit or out of hours house call, the doctor or their qualified deputy will make a decision whether to give advice over the telephone or to visit. Lack of transport in itself is NOT a reason for a home visit. Please visit our Home Visits page for further information.
  • If you have any complaints or concerns relating to the practice, it’s staff or the services offered, please contact Carole Coles-Ranson, practice manager, who will provide a timely response to them.

What the doctors and practice staff should reasonably expect from you

  • We ask that you treat doctors, nurses and all staff with courtesy and respect at all times.
  • Doctors have instructed the receptionists to ask certain questions so that they may deal with your requests in accordance with policies set out by the doctors.
  • Please let us know if you change your personal details or address. Please visit our Change of Details Triage if you need to update your details.
  • If you cannot keep an appointment please let us know as soon as possible, this may enable someone else to be seen. Please visit our Cancel an Appointment triage if you need to cancel your appointment.
  • Please order repeat prescriptions 48 hours in advance of when you need them.
  • Do not expect prescriptions every time you see a doctor – they are quite often not necessary.
  • Please follow your doctors advice and take the full course of any medications that may have been prescribed for you.
  • Before seeking a home visit think seriously whether it is necessary. When requesting a visit please contact the surgery before 10:00 unless a genuine emergency arises later.
  • Out of hours visits should only be requested in an emergency, not for minor illnesses, which can wait until morning.
  • We are committed to maintaining good communications and providing a high standard of care to our patients. Helpful suggestions are always welcome.

Please note

  • Any patient who is late for an appointment will be asked to book another appointment; the person may be seen at the end of the surgery in exceptional circumstances only.
  • People who appear intoxicated on attending the surgery will be asked to book another appointment when sober.
  • Action will be taken if any patient repeatedly fails to attend for booked appointments.
  • The practice has a no smoking policy within the building and its grounds.
  • Visitors must not bring weapons (neither real nor replica), drugs or alcohol onto the premises.
  • Any person who is verbally aggressive or abusive will be asked to leave and will have to book another appointment.
  • Anyone who is threatening or actually violent will be asked to leave or will be removed from the premises by the police.
  • Any patient who is violent will be removed from our list immediately.

We operate a zero tolerance policy and will always press charges.

Removal of a patient from the list will occur where it is judged that the “Doctor/ Patient Relationship” has broken down, (e.g.) in the above circumstances, or if the patient has moved out of the agreed practice area, as per the General Medical Council Guidelines.

No one will be removed from the list because of a medical condition or the perceived cost of treatment.