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Practice Charter

We are committed to providing you with a high standard of health care. To achieve this we must work together.

Our Responsibilities to You:

  • We will treat you with courtesy, respect and sensitivity at all times. 
  • We will endeavor to maintain the highest standards of medical practice at all times. The Doctors and Health professionals concerned will undertake to maintain these standards through continuing audit of their care and professional learning.
  • We will keep the consultation and your computer and written records confidential. 
  • We will provide you with emergency care promptly when you need it. 
  • We will endeavour to offer all patients access to a doctor within two working days for medical problems of any kind – though it will not always be possible to offer an appointment with the doctor of your choice.
  • We will refer you for appropriate investigations, consultant opinions and care at a hospital or clinic when both you and the doctor treating you agree it is necessary and would be of benefit. 
  • We will give you a full and prompt reply to any complaints you make about the service we provide and try and change practices if this would improve care or standards to others. 
  • We will provide clean and comfortable premises.
  • You can expect an explanation if appointments are running late.
  • You can expect advice on how to stay health and avoid illness.
  • You can expect to receive an explanation of your illness and its likely outcome.
  • Repeat prescriptions will be ready within 2 working days.
  • A doctor will see you at home if by nature of your illness you are too unwell to come to the surgery.

Your Responsibility to Us:

  • We ask all patients to be civil and polite at all times. There is no excuse for verbal or physical abuse towards doctors or their staff. The practice operates a Zero Tolerance Policy and will not accept any abuse towards staff.
  • If you have a problem or complaint, do not take it out on a member of staff, they are only trying to do their best for you. If you remain dissatisfied – ask to speak with the Practice Manager or one of the doctors.
  • Please keep your appointment. If you are unable to keep an appointment or the condition has improved, then let us know as soon as possible.
  • If you have made an appointment for a Telephone consultation, please ensure that you are available to receive the call.
  • If you move house, please inform us of your new address and telephone numbers and verify with Identification.
  • If you move to an address outside our practice boundary please ensure you register with a new GP.
  • If you are referred for a hospital outpatient appointment – please keep it or inform the hospital.
  • Please make one appointment per patient and only one problem per appointment.
  • Only request an urgent appointment if it is a genuinely urgent problem.
  • Only request a home visit if you are too ill to come to the surgery.

Other help available

  • Cough or cold, or if your child has a minor ailment – your Pharmacist may be able to help you
  • Eye problem – you should go to an optometrist
  • Dental problem – consider visiting a Dentist
  • Foot problem – you can access our Podiatry Services
  • Specialist consultation – your GP will refer you

If you become unwell when your surgery is closed, call 111 who will advise you how to obtain assistance, 24 hour emergency cover is provided by NHS 111.

There are Minor Injuries Units at most hospitals where staff will assess minor injuries such as sprains, burns and simple fractures and either treat them or, if they find a more serious problem, arrange for you to be seen by the most appropriate Healthcare Professional.

For a list of Minor Injury units near you please access button below.