These are local standards set within this practice for the benefit of our patients.
Our Responsibilities to You:
- You can expect to be greeted in a friendly and welcoming manner and be treated with courtesy by everyone working in the practice.
- You can expect clean, comfortable and accessible premises with facilities for children.
- You can expect confidentiality to be maintained at all times by all staff employed by the practice.
- Patients with urgent problems will be seen the same day and there will always be a Duty Doctor available quickly in the case of an emergency.
- Routine appointments will usually be available within 10 days with any doctor. If you wish to be seen by a particular doctor, it may be necessary to wait a little longer.
- We aim for you to be seen as close to your appointment time as possible. Where a delay is likely we will do our best to keep you informed.
- Repeat prescriptions received will normally be available for collection within three working days.
- Urgent referral letters will be sent within 24 hours of a referral decision. Routine referrals are generally sent within five working days.
- You can expect to be offered advice about how to stay healthy and avoid illness, and advice about self help for minor illness.
- Complaints will be dealt with using our in-house complaints procedure, details of which are available on request.
Your Responsibilities to Us:
With rights come responsibilities and for the patient this means:
- You should extend the same courtesy and politeness to practice staff as you can expect to receive.
- You are responsible for keeping an appointment or giving adequate notice that you wish to cancel so the appointment can be made available for someone else.
- You should remember that an appointment is for one person only.
- You should attend the surgery when possible as home visits are for the housebound or seriously ill.
- The out of hours service is for emergencies only. Requests for help or advice for non-urgent matters should be made during normal working hours.
- Ultimately, you are responsible for your own health and you should seek to maintain, with our help and advice, a healthy lifestyle.
The Patient Charter – June 2025
This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service. More details can be found through the links below.