Patient Charter

Our Responsibilities To You

We are committed to giving you the best possible service. 

Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery is well signposted and the doctors’ and nurses’ names are indicated on their surgery rooms. 

Waiting Time: We run an appointment system in all the Health Centres. You will be given a time at which the doctor or nurse will be able to see you. You should not have to sit more than 20 minutes in the waiting room without receiving an explanation for the delay from our reception teams

Access: You will have access to a doctor within half a day in the case of emergency, within the working day in cases of urgency, and otherwise within 3 working days wherever possible. We monitor the availability of appointments on a daily basis and plan to meet patient demand. 

Telephone: We answer the telephone promptly and ensure that there are sufficient staff available to do this. You are able to speak to a doctor by telephone if necessary. 

Test Results: If you have undergone tests or X-rays ordered by the surgery, we will inform you of the results at your next appointment, or please telephone between 2.00 and 5.00pm if you require your results sooner. 

Health Records: You have the right to see your health records, subject to limitations in the law (information on this is available from Reception). Your health records will be kept confidential at all times. 


In accordance with our Equal Opportunities Service Provision Policy the surgery: 

  • Will ensure that all visitors are treated with dignity and respect 
  • Will provide the same treatment and services (including the ability to join with the surgery) to any visitor irrespective of age, sex marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief and will not tolerate any discrimination against visitors on these grounds. 

This policy applies to the general public, including all patients and their families, visitors and contractors. 


If you feel discriminated against you should bring the matter to the attention of the Practice Manager

Your Responsibilities To Us

Help us to help you 

  • Please let us know if you change your name, address ortelephone number (including mobile). 
  • Please do everything you can to attend appointments. Tell us as soon as possible if you cannot; otherwise other patients may have to wait longer to see a doctor. Joining for text reminders is helpful – ask reception for details. 
  • Please ask for home visits by the doctor only when the person is too ill to visit the surgery. 
  • Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters (8.30 am – 11.00 am). 
  • Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the surgery. 
  • Please treat the Doctors, surgery staff and other patients with courtesy and respect. 
  • The surgery will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor who expresses any form of discrimination against, or harassment of, any member of our staff, will be required to leave the surgery’s premises immediately. If the visitor is a patient, he/she may be removed from the surgery’s list if any such behaviour occurs on more than one occasion. 
  • Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice and ask you to act upon it.