Patients' Charter

Patients' Charter

The charter sets out patients' rights in the NHS and the standards of service they can expect to receive from our surgery and staff, and in return, your obligations as a patient to help ensure that these standards are maintained for you and all our patients.

Our Commitment to you

To provide a personal, friendly, professional and confidential service. To provide a consistently high standard of care. To encourage and promote feedback and create an ethos of continual improvement in our service to patients and to deliver both quality and access in a sustainable way.

Practice Leaflet

All new patients will receive a copy of our practice leaflet, Copies will be available at reception, or on the practice website.

Surgery Premises

Our surgeries will be a safe, welcoming and comfortable environment for all patients and staff.

Patients' Rights to General Medical Services

Patients have the right to:

• Be registered with a General Practitioner (GP)
• Change their GP if desired
• Be offered a health check on joining the practice
• Receive urgent care
• Receive appropriate drugs and medicines
• Be referred for specialist or second opinion if appropriate
• Have the right to view their medical records, subject to the Acts and associated procedure, and to know all NHS employees are legally obliged to keep the contents confidential. (Note: your medical records after 1st November 2023, can be viewed on the patients NHS App).

Changes to Procedures

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure, waiting room noticeboard or individual leaflets, giving as much notice as practicable. Information can also be found on our website.

Referrals

Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.

Results from tests

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result. The arrangements will depend on the specific test. Results on filing by the practice will be visible via the patients NHS App.

Transfer of Medical Records

The Practice will endeavour to dispatch any medical record required by Primary Care Support England (PCSE) within 7 working days, or on the same day if the request is urgent.

Privacy and Confidentiality

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

Appointments

For medically urgent requests, we will offer an appointment on the same day or redirect you to an alternative service, as appropriate. Routine appointments will be accommodated in the shortest timeframe possible.  However, where you wish to see a specific doctor please be aware that this may incur a longer wait. eConsults can be submitted during surgery opening times and can be accessed via the surgery website.

Home Visits

We are unable to guarantee a specific doctor will visit you, this depends on availability. The decision to home visit will be at the doctors’ discretion. Home visit requests should be made before 10am.

Out of Hours Emergencies

When the surgery is closed patients needing urgent medical advice between 6-6.30pm Monday to Friday, should call the Out of Hours Service on 01423 224321.  Between 6.30pm and 8am Monday to Friday and at the weekends, and Bank holidays please call 111 (NHS 111).

Waiting Times

• Surgeries will normally start on time.
• We expect patients to be seen within 30 minutes of their appointment time, and in the event of a delay we will offer an explanation.
• 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.

With these rights come responsibilities. Patient Responsibilities:

• Showing courtesy and respect to all staff, at all times.
• Responding in a positive way to questions asked by reception staff.
• The first hour of the morning can be extremely busy.  If possible, please leave routine calls until after 11am.
• To ask for a home visit only when you are unable to attend the practice through illness or infirmity.
• Please request a home visit before 10am if possible.
• To attend appointments on time (note: if you are more than 10 minutes late for your appointment you may not be seen), or giving the practice adequate notice that they wish to cancel.  Someone else could use your appointment.
• To notify us of any changes to your personal details e.g. name, address, contact telephone numbers etc).
• Please ensure that you order your repeat medication in good time allowing 1 weeks' notice for your request to be processed. 
• Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.

Zero Tolerance

It is our policy to be helpful, polite to all our patients regardless of age, ethnicity, disability, gender or sexual orientation. We expect the same courtesy from our patients.  Discriminatory, unsocial, threatening, violent or abusive behaviour towards staff, other patients or the premises will not be tolerated.  The Practice will take action in these circumstances, which may involve the Police and result in removal of the patient from our practice list.