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Patient Charter

ALL MEMBERS OF THE PRACTICE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT'S REQUIREMENTS.

Practice Leaflet

A Practice Leaflet will be made available to all new patients; subsequent copies are available on paper form or through our website.

Surgery Premises

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.

Patients' rights to General Medical Services

Patients have the rights to:

  • Be registered with a General Practitioner - irrespective of circumstances; if you are homeless, an asylum seeker or unsure of your status – Please ask
  • Change their registered GP if desired
  • Be offered a health check on joining the practice
  • Receive appropriate drugs and medicines approved by local and national NHS commissioners
  • Be referred for specialist or second opinion if they and the GP agree
  • Have access to information, including medical record, held on them by the Practice under the Data Protection Act 2018 (DPA 18)

Changes to Procedures

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, either through online publications, waiting room noticeboard / leaflets’ and targeted letters or SMS.

Referrals

  • Urgent referrals to other health and social care agencies will be made within two working days of the patient consultation. Where requested, our GPs will refer you to a private health provider.
  • We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.

Test Results

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result. (Results are normally available within one week); all patients over the age of 16 can apply for On-Line access to elements of their medical records including test results.

Transfer of Medical Records

The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.

Privacy and Confidentiality

We will respect our patients' privacy, dignity and confidentiality at all times.

Appointments

With a Doctor: For routine consultations we will endeavour to offer patients an appointment within five working days of the request. For medically urgent requests, we will offer an appointment on the same day.

With a Practice Nurse: For routine appointments we will endeavour offer an appointment within ten working days.

If there is a delay in the appointment wait (when you arrive) of more than 20 minutes we will let you know.

We are happy to update you on any delay situation if you feel that you have been waiting too long.

Home Visits

We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.

Behaviour Policy - Zero Tolerance

The Practice’s Violent Behaviour Policy promotes a Zero Tolerance environment. Any Confidentiality Policy adheres to current legislation including the DPA 18, Gender Recognition Act 2004 (GRA 2004) and Human Rights Act (HRA). Staff or patients who behave in contradiction to the policy will have their relationship with the Practice reviewed which may result in dismissal or removal from the Practice patient list

Waiting Times

  • Surgeries will normally start on time; if they do not there will be a good reason.
  • We expect patients to be seen within thirty minutes of their appointment time, and in the event of a delay we will offer an explanation; please do not wait in ignorance – if you are unsure ask a receptionist
  • When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.
  • You will be greeted courteously
  • You have a right to confidentiality
  • You have the right to see your medical records under the Data Protection Act 2018
  • You will be referred to other NHS providers when your GP thinks it necessary; if in doubt about your care – please ask for clarification.
  • You will be given the result of any test or investigation on request or at your next appointment; these are also available on-line – please ask.
  • Your repeat prescription will be ready for collection within 48 working hours of your request
  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly; we are a learning organisation

With these rights come responsibilities and for the patients this means:

  • Treat the staff with courtesy and respect; their goal is to help you.
  • Respond in a positive way to questions asked by the reception staff; they are assisting the Clinician to prepare for your consultation or investigation.
  • To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
  • An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
  • When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • Utilise other NHS services including local pharmacists and Practice network GPs providing 7 day access.
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