What you can expect from our practice
- You will be greeted in a polite, professional and welcoming way by all members of staff.
- Our premises will be clean, comfortable and accessible, including facilities for children and people with disabilities.
- Confidentiality of your personal health information will be maintained at all times.
- We will provide safe, high-quality care and follow best practice standards.
- We will aim to be responsive: if you have an urgent medical problem, you will be assessed the same day or a duty clinician will be available to advise/review/signpost, provided we still have capacity..
- Routine appointments will normally be available within a short timescale, and you will be seen as near to your appointment time as possible – if there is a delay ,we will endeavour to keep you informed. Click here to find more information about appointments.
- Repeat prescriptions will be processed efficiently when requests are made via the correct route. Click here to find more information about prescriptions.
- Referrals: urgent ones will be dispatched promptly (for example, within 24 hours of decision); routine referrals will generally be sent within five working days.
- We will provide advice and support to help you stay well and manage minor illness or long-term conditions in partnership with you.
- We welcome feedback and treat complaints seriously, using a transparent procedure that is available on request. Click here to find more information about Feedback and complaints.
What we ask of you
- Please treat all staff with courtesy and respect. Click here to find more about our Zero Tolerance Policy.
- If you cannot attend an appointment, please give as much notice as possible so that we can offer the slot to someone else. Did not attend (DNA)
- An appointment is booked for one person only – please let us know beforehand if another person needs to be seen.
- Home visits are for housebound or seriously ill patients; if you are able to attend the surgery you should do so.
- The out-of-hours service is intended for emergencies only; non-urgent issues should be raised during our standard opening hours.
- You are ultimately responsible for your own health. Please engage with advice we give, attend follow-up appointments, and aim to maintain a healthy lifestyle.
- Be prepared for your appointment: bring a list of symptoms or concerns, any medications you’re on and any relevant information.
- Use the correct methods for contacting the practice (online form, NHS App, phone) and keep your contact and personal details up to date.
Working together
We believe the best care is delivered when patients and the practice work in partnership. By understanding what you can expect and what our practice asks of you, we can support you more effectively and help you get the most from your care.
Further information
The full document “You and Your General Practice”, published by NHS England sets out minimum standards for GP practices and patients.
If you have any questions about this charter or wish to provide feedback, please contact our practice manager or see our complaints procedure available on request.