Practice Charter

Practice Charter Standards

These are the local standards set within this practice for the benefit of our patients.

Our Responsibility To You

We are always committed to providing you with the best possible service. You will be treated as an individual and will be shown courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems. We will give you full information about the services we provide. Every effort will be made to provide you with appropriate treatment and advice. We will arrange a home visit if you are too ill to attend the surgery. Following discussion, you will receive the most appropriate care, given by suitably qualified people. We will answer your telephone enquiries as promptly as possible and in a helpful and courteous manner. We will make every effort to see you as promptly as possible and in a helpful and courteous manner. We will make every effort to see you promptly at the surgery or give an appropriate explanation for the delay. We will inform you on how to obtain the results of tests and x-rays. Within limitations of the law, you are entitled to see your health records. This should be discussed initially with the doctor, and a fee may be payable for this service. Practice staff involved in your care will give you their names on request, and ensure that you know how to contact them. A doctor will be on call at all times for emergencies but is entitled to decide where it is in your best interests to receive treatment; be it at home, surgery or medical centre. We will provide you with information about how to make suggestions or express concerns about the care we offer. We want to continue to improve our services and therefore welcome any comments you may have. Please pass your comments to the doctor or the practice manager. We will maintain our practice accommodation to the standard required by NHS regulations and health and safety requirements. We will provide appropriate facilities for disabled patients, including access to and within the building.

Your Responsibility To Us

Please treat staff at all times with courtesy and respect. If possible, please telephone before 10.30am if you need a home visit. Please take the medication prescribed for you. Please let us know as soon as possible if you change your name or address. Please ask for a visit only when you feel it is really necessary (home visits by the doctor are only for patients who are too ill to visit the surgery). Please do everything you can to keep appointments, or tell us or the hospital as soon as possible if you cannot. Remember, your cancelled appointment can be given to someone else. Be ready to tell us of your past illness, medication, hospital admissions and any other relevant details. Ask if you are unclear about your treatment. Most delays are usually due to emergencies. Please be patient. Please accept our advice on vaccination, immunisation and health screening programmes. Manage your own health and wellbeing by maintaining a healthy lifestyle - for example, by taking regular exercise and having a varied diet. Please help us to help you.


It is important that patients can feel secure in the knowledge that information about them is held confidentially. No information will be shared with anyone outside the medical profession unless written consent is obtained from the patient. From time to time patients will be referred elsewhere within the NHS for medical treatment. Patients will be notified in person or in writing by the practice that they are being referred and where they are being referred to for treatment.

This is in order for the patient to be aware that information will be shared on a "need to know" basis with other healthcare professionals. The practice will not divulge any information about you, the patient, unless it is with your written consent.

If you have a named Carer that you would like us to liaise with on your behalf, the details of this person will need to be supplied to the practice and a signed 'consent to release' information document registered onto our computer system. Please contact reception for further details.

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.

A copy of the scheme is available by written request.

Zero Tolerance

The practice will not accept violent or abusive behaviour from any patient. Such behaviour will result in immediate removal from the practice list and referral to the CCG service for violent or aggressive patients.

Temporary Patients

You are entitled to see a doctor anywhere in the UK if you are away from home. To be seen as a temporary patient simply ask the nearest doctor to see you. If you have friends or relatives staying with you and they need medical attention, we will provide them with the necessary treatment.

GDPR Compliance

We have a privacy notice that explains why the GP Practice collects information about you, and how that information may be used.

As data controllers, GPs have responsibilities which are regulated by law under the General Data Protection Regulations. This means ensuring that your personal confidential data (PCD) is handled in ways that are safe, transparent and what you would reasonably expect.

Your Personal data….

Personal data relates to a living individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information in the data controller’s possession or likely to come in to such possession.

The processing of personal data is governed by the General Data Protection Regulation (the ‘GDPR’).

For the full privacy statement please enquire at reception who will have a copy available for you to read through.


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