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Patient Charter

Standard of Behaviour 

The Practice expects patients to adhere to appointment times in a timely manner and inform the surgery accordingly of cancellations.

Practice Staff to be treated politely and courteously and any instances of violence and abusive behavior to staff and other persons on practice premises will not be tolerated and will result in action by the Partnership to remove abusers from the Practice list. 

Patient's Charter 

  • As a patient of the practice you have a right to: 
  • be treated as an individual, with courtesy, respect and dignity at all times
  • be given the names of people involved in your care
  • be offered a health check appointment on registering with the practice
  • be seen, under normal circumstances, within 30 minutes of appointment or to be given the reason for delay and have the right to make another appointment.
  • receive advice or action you can take to promote good health
  • be given the most appropriate care by suitably qualified people and no care or treatment will be given without your informed consent
  • be referred to a Consultant acceptable to you when your doctor feels such a course of action necessary and be seen within charter time limits
  • choose whether or not to take part in medical research
  • to receive medical advice over the telephone
  • have access to your health records subject to any limitations in the law
  • have access to suitably qualified clinical personnel at all times for emergencies
  • expect a complaint to be treated in accordance with Health Service guidelines and to receive a leaflet describing the process
  • a copy of the practice booklet, from reception, which will give you details of all practice services etc. that are available to you 

What we expect from you:

  • to telephone the surgery prior to attending for urgent treatment for which you do not have an appointment
  • to attend the surgery instead of requesting a home visit, when at all possible, to gain benefit from facilities available. Home visits will normally be made only in true emergency situations, where for medical reasons the patient is unable to attend surgery
  • to ask for emergency / night (out of hours) medical attention only when it is truly necessary and attend the emergency treatment centre if requested
  • to be on time for, appointments or let us know as soon as possible if you cannot attend
  • to treat the staff with courtesy and understanding
  • to use the Out of Hours Emergency Services appropriately. 

We will: 

  • Ensure our patients have 24 hour access to medical advice
  • In partnership with you, work towards achieving the best medical care possible for you.
  • Listen to your opinions and views and involve you in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern.
  • Our medical staff will advise you and inform you of the steps you can take to promote good health and lifestyle.


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