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Patient Charter

Charter of the Rights and Responsibilities of Patients

We try to provide a good service to all our patients and our charter tells you some of the standards which we work to.

As an NHS patient of this practice, you are entitled to:
  • Privacy and confidentiality
  • Respect for your religious and cultural beliefs
  • Courtesy from the staff
  • Emergency care at all times (we may use a deputising doctor for night calls)
  • Be seen in the next surgery if you need to see a doctor urgently
  • Be seen within two working days for a routine appointment
  • Be seen as soon as possible after your appointment time. If we keep you waiting more than 20 minutes after your appointment is due, we will tell you why
  • Be issued with a repeat prescription after 24 hours
  • Be given telephone advise and results of investigations between 12.00pm and 1.00pm Monday to Friday
  • A health check when you register with the practice
  • A health check if you have not had one in the preceding three years
  • Annual health checks if you are over 75 years old
  • A wide range of health promotion advice from our practice nurse
  • Referral to a Consultant when you and your doctor think it is necessary
  • See your written and computerised health records (within the limitations of the law)
  • Receive a copy of the practice information leaflet, setting out the services we provide.
There are some things which you can do to help us:
  • Keep your appointment, or give as much notice as you can if you need to cancel
  • Contact the surgery before 10.30 am if you need a home visit, unless a genuine emergency arises later.
  • Children with a fever or patients with a rash may attend the surgery
  • Remember that an appointment is for one person only and if other members of the family need to be seen, they must have their own appointment
  • Contact the Practice Manager or the doctor if you have any ideas about how we could improve our services, or if you want to make a complaint
  • Let us know if you change your address or telephone number
  • Only call the doctor out of hours in an emergency and not for problems that could wait until the next surgery
  • Treat all our staff politely, as you would expect them to treat you

Policy on Violent or Abusive Patients

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

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