Patient Charter

Patients will be given appropriate medical care, and a clear explanation of treatment, by suitably qualified people. No care or treatment will be given without the patient's informed consent.

Patients are asked to take responsibility for their own health by accepting offers of screening, attending appropriate clinics and providing the Doctor or Practice Nurse with details of past illnesses, medication, hospital admissions and any other relevant information.

Patients will be able to consult a Doctor or a Nurse by appointment.

Our Practice Leaflet provides details of Practice Staff and the services provided. Copies are available from the waiting areas and Reception. Please read the Practice Leaflet. This will help patients to get the best out of the services provided.

Practice staff will be helpful and polite.

Patients are asked to treat Practice staff with courtesy at all times. If a patient wishes to speak to a member of staff in private, please ask.

The Practice will maintain patients' health records which may be disclosed in accordance with legal limitations, including the Data Protection Act. Contents of health records will be kept confidential by all Practice staff.

Patients are responsible for ensuring that any medical records they keep (eg child health records) are available for the Doctor or health worker to see when necessary. Please keep the Practice informed of any change of name, address or telephone number.

The Practice is staffed from 8.30am until 6.15pm, Monday to Friday. Telephone calls will be answered promptly. If it is necessary for patients to speak to a Doctor or Practice Nurse this may be arranged at a convenient time, usually at the end of morning surgery.

Please keep telephone calls brief and avoid calling during the peak morning time for non-urgent matters. Please telephone between 11.00am and 3.00pm for test results.

In an emergency a Doctor can be contacted at all times by telephoning the surgery. Outside of normal surgery hours emergency calls are dealt with by a deputising service.

Please only call the Doctor outside of normal working hours if the emergency cannot wait until the next surgery. Home visits by the Doctor should only be requested when the patient is too ill to attend the surgery. Please telephone before 11.00am when requesting a home visit.

Repeat prescriptions will be ready for collection within 48 hours (Monday to Friday).

Patients should request repeat prescriptions by completing the second half of the prescription form or by written request. Requests should not be made over the telephone as this can lead to errors. Please remember to allow extra time for repeat
prescriptions to be prepared over weekends and Bank Holidays.

Complaints, comments and suggestions about the service provided by the Practice will be dealt with by the Practice Manager.

Please raise any complaints, comments or suggestions about our services with the Practice Manager.