Patient Charter

Our commitment to you:

Our aim is to provide a personal, friendly, professional and confidential service
We will treat all patients equally with dignity and respect
We aim to support patients in leading a healthier lifestyle and provide information so that an informed choice can be made
We aim to keep patients informed of your services, their rights and any other information which directly affects health treatment
We like to offer you your named GP, or GP of choice, where possible, for continuity of care
We will listen to you and involve you in decision making regarding your treatment options
We will offer access to our services in line with the patients’ assessed needs
We will keep abreast of advancements by attending regular training sessions and updates
We will monitor and improve our systems to ensure we operate as efficiently as possible within the resources available to us
We operate a practice complaints procedure which may be used in confidence
We welcome and consider all feedback from patients and make best use of our Patient Participation Group (PPG) when making decisions that affect our patients

Please keep appointments made or cancel in plenty of time so another patient may benefit from the appointment
Only request a home visit if too ill to attend the surgery
Follow up on your test results a week after your test: should there be any serious abnormality you will be contacted by us promptly
Follow up on a referral made if you have not heard back within the timescale advised
Report to the receptionist or use the automated patient check-in, on arrival for your appointment
Bear with us if there is a delay – this is likely to be due to another patient needing additional time or an emergency: we will try to keep you informed of anticipated delays
Use our service responsibly and do not expect immediate treatment for non-urgent/routine conditions
Utilise the services of other professional surgery staff – the GP is not necessarily the most appropriate clinician to see
Use other avenues of help – Pharmacy, NHS Choices, Patient Online where appropriate
Allow sufficient time for processing repeat prescription requests and do not pressure staff to process unauthorised medication requests
Keep us informed of any name, address and telephone number changes
Treat us with respect, we will not tolerate verbal or physical abuse