Practice Charter

What you can expect from us:

• Courtesy, Respect, Privacy and Confidentiality.
• Quality of medical care, health checks promoting healthy lifestyles and offering preventative advice.
• Explanation and information about your illness, treatment and our services.
• Out of Hours medical care which is prompt and caring.
• Referral to a specialist for a second opinion when appropriate.
• Surgery appointments to be available within 48 hours.
• Not to have to wait long on arrival. We shall do our best to see you on time and would not expect you to have to wait over 45 minutes.
• Prompt investigation of any complaints about the service. We try our best - sometimes things go wrong. We shall answer complaints within 3 working days and follow the NHS complaints procedure.
• Access to your medical records subject to the legal requirements.

What we ask of you:

• Treat us with the same courtesy and respect as you expect from us.
• Do not use the Out Of Hours service as an extension of surgery hours.
  It is for emergencies only.
• Only request a home visit if you are too ill to come to the surgery. Try to phone in the requests before 10.30 am if possible.
• Allow 48 hours before collecting repeat prescriptions.
• If you cannot keep an appointment, please let the surgery know in good time. We may be able to offer it to someone whose need is urgent.
• Tell us if you change your name, address and telephone number.
• Please be patient if we are very busy or running late.