Patients Charter

We Will:

1. Treat you professionally, politely, fairly and with respect irrespective of your age, gender, race, nationality, religion, political view or sexuality.

2. Meet your health needs positively, treat you appropriately and refer you to other organisations should your health require it.

3. Deal with your phone calls promptly and answer your queries within a reasonable time or arrange for you to speak with a doctor, nurse or the practice manager.

4. Provide you with easy-to-understand information about your health or disease.

5. Keep your details confidential.

6. Deal with your feedback/comments positively and quickly.

7. Inform you about any delay in your appointment time if it is more than 20 minutes.

8. Offer you a same day appointment if your condition requires urgent attention.

9. Offer you routine appointments within 5 working days.

10. Give you access to your health records within the legal duty and limitation (We encourage you to use the NHS App).

11. Offer you accessible, welcoming, tidy, clean and safe waiting area.

12. Visit you at home if your condition makes it impossible to transport you to the surgery or if you are terminally ill or severely disabled.

13. Respond to your constructive comments and/or complaints in a timely manner

We expect you:

1. To treat the reception, management and clinical staff courteously and with respect.

2. To use telephone communication appropriately and in a timely manner.

3. To keep your booked appointments and to cancel an appointment in a reasonable time if you are unable to attend.

4. To inform us of any change to your address or telephone number.

5. To accept any invitation for health screening provided by the practice and in accordance with the national programs.

6. To bring your children for immunisations upon invitation and in a timely manner.

7. If you require a home visit to let us know as soon as possible so we can plan our daily service.

8. To take care of your own health and follow the advice you are given.

9. To respect our service and the time constraints on our working day.

10. To respect the common-sense etiquette whilst in the waiting are or using any of the practice facilities.

If you require information in another language please click here.

01/10/2025