Practice Charter

Help Us To Help You

Our doctors and staff work to ensure that:

• you will be seen on the same day if you need urgent medical attention
• you will be seen within 20 minutes of a booked appointment or given the reason for any delay
• your treatment will be fully explained to you
• you will be listened to and treated courteously
• your medical and personal records will stay strictly confidential
• you can speak privately to the practice manager if you would like to make a suggestion or complaint

You can help if you:

• only ask for a visit if you are too ill to travel to the surgery - see Visiting Guidelines section
• only ask for an urgent appointment when you really need one
• are on time for all appointments and ring up to cancel if you cannot attend (if you arrive late for an appointment, you may be asked to wait until the end of the routine surgery session to be seen)
• phone in before 10.00am if you need a home visit
• tell the doctor if you are unhappy about your treatment

Patient Confidentiality And Data Protection

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. If you wish to view your own patient records, please put your request in writing to the Practice Manager.

Comments & Complaints

Although we always try to give our patients the best possible service, there may be times when you feel dissatisfied. If you wish to make a comment or complaint, please write to, telephone or ask to see our practice manager.

Violent And Abusive Patients

Most of our patients treat practice staff very well, but a small minority are violent and abusive towards us. We will not tolerate this sort of behaviour.Abusive or violent patients will be removed from our list and, in serious cases, we will involve the police.

Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.