Patient Charter

Your responsibility to us:

  • Help us to help you.
  • Please let us know if you change your name, address or telephone number. You can update these details online by completing the Change of Personal Details form.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer. You can cancel an appointment online by completing the Cancel an Appointment form.
  • We need help too, please ask for a home visit only when the person is too ill to visit the surgery.
  • Please keep your phone call brief and avoid calling during peak morning time for non-urgent matters.
  • Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice. If you would like to request your test results online, you can do so by completing the Test Results triage.
  • We ask that you treat the doctors and the practice staff with courtesy and respect.
  • Please read our practice booklet. This will help you to get the best out of the services we offer. It is important you understand the information given to you. Please ask us questions by completing our online form if you are unsure of anything.
  • Remember you are responsible for your own health and the health of your children. We will give you our professional help and advice; please act upon it.
  • Please ask if you wish to see your doctor.

Our Responsibility to you:

  • We are committed to giving you the best possible care.
  • People involved in your care will give you their names and ensure that you know how to contact them.
  • We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
  • We will try and answer the telephone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by phone.
  • If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results.
  • Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin or religious and cultural beliefs.
  • We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
  • The practice will offer patients advice and information on health promotion:
    • Steps they can take to promote good health and avoid illness.
    • Self-help which can be undertaken without reference to a doctor in the case of minor ailments.
  • You have a right to see your health records, subject to limitations in the law. These will be kept confidential at all times. More information can be found on our Confidentiality page.