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Practice Charter

All the doctors and staff at both surgeries are committed to achieve high quality services for you, our patients. In return for these standards, we ask that you take responsibility for your side of the bargain. Help us to help you.

Our Responsibility to You

  • You will be treated as a partner in the care you receive.
  • You will be treated as an individual and will be given courtesy and respect at all times.
  • You have the right to be treated in a confidential manner.
  • We will try to answer the phone promptly and courteously.
  • You will be able to see a doctor of your choice.
  • We will try to see you within 20 minutes of your appointment time. You will be offered an explanation if we cannot do this.
  • We will explain the likely effects of any drugs and review your long-term medical needs at an agreed time.
  • We will advise you about how and when to obtain the results of any tests or X-rays you have undergone.
  • If we believe that you need a second opinion we will try to help you get this.
  • We will visit you at home if you are really too ill or infirm to be brought to the surgery.
  • An out-of-hours service will be available for you.
  • Wherever possible we will give you 24 hours' notice of any cancelled surgery or clinic.
  • We will inform you about how you can make suggestions and complaints about the services we offer.
  • You have the right to see your medical records.
  • We will maintain accurate medical records.
  • We will offer advice and information about how you can promote good health and avoid illness.
  • We publish this practice booklet giving details of our services.
  • We have the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to us and other patients or threaten violence to any member of staff.

Your Responsibility To Us

  • Being a partner means that we have responsibilities to each other.
  • We ask that you treat the doctors and all practice staff with the same courtesy and respect.
  • Please try to telephone outside of peak surgery times for non-urgent requests i.e. after 11.00am for non-urgent appointments or results of tests and x-rays.
  • Please remember that the doctor may not always be available due to other commitments, holidays etc.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Please try to be punctual. If you arrive later than your appointment time this may cause delays and inconvenience other patients. If we are running
    late, please bear with us because on another occasion it may be you that needs the extra time.
  • You should not expect to be given a prescription every time you visit the doctor. Please remember to check your cupboards before ordering repeat prescriptions.
  • You have the right to ask for a second opinion.
  • Facilities for examination and treatment are better at the surgery and the less time a doctor spends travelling, the more time is available for patients. Please do not ask for a home visit unless it is strictly necessary, and ensure that your request for a home visit reaches the surgery before 10.00am unless a genuine emergency arises later.
  • Please tell us if you no longer need your appointment.
  • Please read the details of how to make suggestions and complaints in this practice booklet.
  • Computerised medical records and written medical records can be made available to you within 30 days of the request but you may be charged for this.
  • You have a responsibility too to help us maintain accurate medical records. Please remember to tell us if you change your name, address or telephone number.
  • You are responsible for your own and your children’s health and should take appropriate action and advice.
  • If you are unhappy with either us or the services we provide, you have the right at any time to leave our list and to register with another practice.


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