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Practice Charter

smiling_patientThese are the local standards set within this practice for the benefit of 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 interest 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.

Help Us to Help You

Our responsibility to you:

We are committed to giving you the best possible service.


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 and the doctors' or nurses' names are indicated on their surgery doors and/or the caller display.

Waiting Time:

You should not wait for more than 30 minutes in the waiting room without receiving an explanation for the delay.


You will have access to a doctor rapidly in case of emergency. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.

Telephone Advice:

Patients are able to speak to the doctor and nursing staff during the working day. A message will be taken by the receptionist and passed to the relevant medical professional who will return your call at the end of surgery, or sooner if they are able to. Alternatively, a written response will be given to the receptionist to be read to you.

This valuable service offers every patient the opportunity to discuss their health concerns with the doctor. If the problem is of an urgent nature then a ‘sit and wait’ appointment may be offered on the same day or within 24 hours. Non-urgent medical problems would be routed through the routine appointment system.

Test Results:

If you have undergone tests or X-rays ordered by the practice we will inform you of your results at your next appointment. If no further appointment needs to be arranged, we will advise you of when and how to obtain the results.


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


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

Health Promotion:

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

Health Records:

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

Your responsibility to us:

  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot keep your appointment. Otherwise, other patients may have to wait longer.
  • We need help too. Please ask for home visits only when the person is too ill to visit the surgery.
  • Please keep your phone call brief and avoid calling during peak morning time for non-urgent matters.
  • Test results take time to reach us, so 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.
  • Please read our practice booklet. This will help you get the best out of the services we offer.
  • It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
  • Remember, you are responsible for your own health and the health of your children. We will give you our professional advice. Please act upon it.

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