Practice and Patient Charter

Key Practice Aims and Patient Responsibilities (Practice Charter)

Our overall aim is to provide a caring service for our patients. We are committed to promoting health and well being in a friendly and caring environment.


  • All patients will be given where possible a choice of doctor for them to see when they book an appointment.
  • All patients urgently needing to see a doctor will be seen on the day of their request but not necessary by the Doctor of their choice.
  • All patients will be seen by the Doctor of their choice wherever possible, unless that Doctor is absent or already fully booked.
  • We aim to see patients as near as possible to the appointment time.
  • Delays are usually because an earlier patient has required a longer consultation than anticipated or there has been the need for an emergency doctor visit.


  • We aim to provide an efficient Dispensing service to our patients who are registered for this service.
  • Where possible we aim to have the correct drugs in stock and in the event of a drug having to be ordered, this should be available within twenty-four hours.
  • We aim to prevent patients having to wait a long time for their medication to be prepared and checked. (All drugs are checked according to rigorous protocols before handing out).
  • Repeat Prescriptions are normally ready for collection within two working days. At exceptionally busy times dispensed medication may take up to 3 working days from receipt of the request.

House Visits

  • A Doctor on duty will assess all house visit requests and if necessary for the same day, they will be made by 3.30pm provided they have been requested before 10.00am.
  • For any extremely urgent situations the doctor will immediately assess them and a visit will be made as soon as possible.
  • All visits will be determined by the doctor who may or may not grant the request.

Reception Staff

  • We aim to make all patients feel welcome and comfortable. Our staffs are expected to treat all patients with courtesy and respect at all times.


  • All staff have to sign a confidentiality statement and the practice is registered under the Data Protection Act.


  • We have a complaint procedure in operation. It is hoped that our Practice Manager or his representative will be able to deal with any problems within an established time scale. Please speak to our receptionist who can advise you on this.


  • Every effort will made to afford privacy to patients attending the practice.

In Return, May We Please Ask You To:

  • Arrive for your appointment on time.
  • Request longer appointment times if you have more than one problem to discuss. If you do not do this, you may be asked to book a further appointment in order not to delay the appointment that follows you.
  • Let us know as soon as possible if you are unable to attend for an appointment; other patients may appreciate being able to take the ‘slot’.
  • Telephone, if possible before 10.30am for an emergency home visit.
  • Home visits are a service for the genuinely seriously ill or housebound. Anyone who is able to attend the surgery is asked to do so.
  • We will endeavour to meet all appointment requests but these should be for genuine medical needs. While seriously ill patients will need significantly more access, it is estimated that a patient will need to see/speak to their GP around 4 times per year.
  • Remember our Care Navigation team are there to help you but try not to take advantage of them – they are very busy ensuring everyone’s requirements are met and are unable to give advice about medical problems.
  • Avoid telephoning the Surgery during the busy morning and evening sessions for test results and for less urgent matters such as routine check-ups.
  • Be sure to notify our Receptionist promptly of any changes of name, address or telephone number.
  • Our staff would appreciate being treated with courtesy and patience – this is particularly important when the surgery is very busy and they are trying to meet many varied demands.

Violence, rudeness and verbal abuse towards staff, totally unacceptable and will not be tolerated. 
Appropriate action will be taken (e.g. Violence will be reported to the police; continued rudeness or verbal abuse can result in removal from the practice list).

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