Practice Charter

We would like to introduce our surgery practice charter to you. It is a statement of your rights and responsibilities as a patient at this surgery. We are keen to work with you in providing the best possible care available.

Your rights are: 

  • to be registered with a family doctor
  • to change your doctor easily and quickly
  • to be offered a health check: - when joining a doctor's list for the first time - if you are aged between 16 and 75 and have not seen your doctor in the past three years.
  • to receive emergency care at any time through a family doctor
  • to have all necessary and appropriate medicine prescribed
  • to be referred for a consultant opinion when your family doctor thinks it necessary, and to be referred for a further opinion if you and your family doctor agree this is desirable
  • to have access to your health records, subject to any limitations in law
  • to know that those working for the NHS are under a legal duty to keep the contents of your health records confidential
  • to choose whether or not to take part in medical research or medical student training
  • to be given detailed information about local family doctor services through the Shared Services Agency
  • to receive a copy of the doctors practice leaflet, setting out the services he or she provides
  • to receive a full and prompt reply to any complaint you make about NHS services

The doctors and staff are here to help you. Please help us to help you.


Your responsibilities are:

  • treat the staff politely and with courtesy, as you would wish to treated yourself. The Practice adopts a zero tolerance policy towards patients who are verbally or physically abusive towards any member of staff and if you behave in an abusive manner you will be removed from our list.
  • ask about anything you do not understand
  • tell the surgery immediately if you change your name, address or telephone number
  • appointments - if you are unable to attend for your appointment please let reception know immediately, to enable another patient to be seen. If you are unable to attend a hospital or clinic appointment, please let them know immediately, to enable another patient to be seen.
  • understand that the results of tests are only given to the person having the test, or the parent/guardian for a minor
  • ask for home visits before 10.00 am in the morning
  • ask for out-of-hours calls only in real emergency and have a pen and paper ready (and another coin if ringing from a call box) as you will be given another number to ring
  • repeat prescriptions cannot be requested over the telephone
  • repeat prescriptions must be in writing, handed into the reception desk and with a stamped address envelope if you wish them to be sent by post
  • please allow 48 hours for repeat prescriptions to be processed.
  • repeat prescriptions are continually monitored and the doctor may wish to see you before the next issue.

Zero Tolerance Policy

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and all other staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and all other staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning or removed from the practice list if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from The Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

Examples of Unacceptable Standards of Behaviour:

  • Violence
  • Excessive noise e.g. recurrent loud or intrusive conversation or shouting
  • Threatening or abusive language involving swearing or offence remarks
  • Intimidation Tactics
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot

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