Practice Charter

Practice Charter Standards

These are the local standards set within this practice for the benefit for our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interests of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything. 

Our Responsibilities to you:

We are committed to giving you the Best Possible Service

 Your responsibility to us:

Help Us to Help You



People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted & the doctors’ or nurses’ names on the surgery rooms


Please let us know if you change your name,

Address or telephone number


We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than thirty minutes in the waiting room without receiving an explanation for the delay



Please do everything you can to keep appointments and arrive on time, tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer. If you arrive more than 10 minutes late you may have to wait until the end of the clinic to be seen.


You will have access to a doctor rapidly in case of emergency: within half a working day in cases or urgency; otherwise within five working days


We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.


If you have an urgent medical problem when the surgery is closed you will have access to a doctor by phoning the surgery number.


Please use this service for urgent medical problems only.


We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor and nurse by telephone.


Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters


If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results. You can phone for results after 11 am.


Test results take time to reach us: please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.


Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious & cultural beliefs.

We ask that you treat the doctors and staff with the same courtesy & respect.


We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.


Please read our practice publication scheme. This will help you to get the best out of the services we offer. It is important you understand the information given to you. Please ask us questions if you are unsure of anything.



The practice will offer patients advice and information on steps they can take to promote good health and avoid illness and self-help which can be undertaken without reference to a doctor in the case of minor ailments.


Remember, you are responsible for your own health and the health of your children.

We will give you our professional help and advice – please act upon it.


You have the right to see your health records, subject to any limitations in the law. These will be kept confidential at all times.


Please ask your doctor if you wish to see them.


We will provide you with information about how to make suggestions or complaints about the care we offer. We want to improve services, so we welcome any comments you have. Please contact our practice manager.


Please read our practice publication scheme, which will tell you about the arrangements, we have made to receive your suggestions, complaints or even compliments!


We will try to have repeat prescriptions ready for collection within 2 working days.

Please use your computer slip or the printed slips available in reception in order prescriptions. Please do not telephone to repeat prescriptions.