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Patient Charter

We want to give you the best possible service. This will be achieved by working together. We hope the following points will help us provide our patients with the best possible service.

Our promise to you

  • Staff members will give you their names and they will try to be friendly and helpful at all times.
  • We encourage you to read the information on our website, which gives information about services available to you.
  • We will try to answer the telephone within six rings. Patients whose calls are urgent will be helped immediately. Other callers may be offered the opportunity to hold the line or phone back at an arranged time for the answer to a query.
  • An appointment will normally be offered as follows:
    • You will be seen for an urgent appointment on the same day but it may not be with your own doctor.
    • Routine appointments with your own doctor will usually be within five working days (unless they are away).
  • Surgeries will run on time. However, if a delay is unavoidable, you will be kept informed.
  • All aspects of your visit will be dealt with in the strictest confidence. If you require privacy at the reception desk, please request it.
  • Prescriptions will normally be ready for collection within two working days. Letters and forms may take longer.
  • You are welcome to speak directly to a doctor or nurse at the times listed on this website.
  • In an emergency outside normal surgery hours, if you telephone the usual surgery number then you will be able to contact the doctor on duty by making only one other telephone call.
  • The results of routine tests will usually be available within one week and cervical smears within six weeks, but sometimes take longer if delays occur at the laboratory.

Help us to help you

  • If you cannot keep an appointment with the doctor or nurse, please let us know as soon as possible – your appointment could be used for someone else.
  • Requests for prescriptions must be made in writing or by email. You need to see the doctor when you are called for a check-up. There will be a reminder on the prescription tear-off slip.
  • If you need a home visit for someone, please ring the surgery before 10.00am if possible. Please ask the doctor to visit only if really necessary.
  • Every home should have a few basic medical items such as paracetamol for adults and children. Our suggested list is in our minor illnesses booklet.
  • In the interest of your health, it is important that you understand the treatment and advice which is given to you. If there is anything you do not understand or are uncertain of, do not hesitate to ask for more information.
  • Please remember to let us know if you, or any of your family who are patients here, change their name, address or telephone number.
  • The receptionists are your first contact with the practice. They will give you information about the practice, try to help with any queries and arrange your surgery appointments. If you need a home visit or want to leave a message for your doctor, you can do this via your receptionist. Please help by answering any questions she may ask. If your problem is confidential then please ask for privacy. The doctors value the reception staff and thank you for doing the same. Our receptionists are not personally responsible for delays or surgery policy. If you are unhappy about any aspect of the service provided, please ask to see the practice manager.


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