Patient Charter

ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.

1. Access to services

Appointment availability
Online Consultation Hours: From 1^st October 2025, you can request non-urgent appointments, medications and administrative assistance via online consultation tools between 8:00am to 6:30pm (core hours).
Flexible Booking: You continue to have a range of booking options (by phone, in person, and online) and, where feasible, appointments at times that accommodate work and personal commitments.
Urgent and Routine Care
Timely Response: Urgent clinical matters will be triaged and managed appropriately. Routine appointments will be handled in a timely manner.
Alternative Provision: Where demand is high, you may be offered services by other appropriate healthcare professionals within or linked to the practice (such as advanced nurse practitioners or pharmacists).

Named GP or Healthcare Professional
Consistent Consultations: For those patients who benefit from continuity of care (for example, those with long-term conditions or complex issues), the practice will strive to ensure you see the same GP, ot healthcare professional regularly.
Clear Coordination: Your named GP, or an identified lead clinician, will coordinate your ongoing care, offering your great consistency and familiarity

Shared decision-Making
Informed Choices: You can expect clear information about your diagnosis treatment options, and any associated risks and benefits, so that you can make informed decisions in partnership with your healthcare professional.
Personalised Care: Your values and preferences will be respected and your care plan will be tailored to your individual needs whenever possible.

Clear Communication
Test Results and Referrals: You will receive timely updates on test results, referrals, and any necessary follow-up actions.
Accessible Language: Information will be provided in a way that is easy to understand, where needed, additional support (such as interpretation services) will be made available.
Access to Records
Medical Records: You have the right to access your GP health records, including electronic viewing of test results and care plans, in line with NHS guidelines.

Feedback Mechanisms
Constructive Input: Your practice will invite and welcome feedback (positive or negative) on the service you receive. Details on how to provide feedback will be clearly displayed and easily accessible.
Complaints Procedure: If you are dissatisfied with any aspect of your care, the practice will explain how to make a formal complaint and steps that will be taken to address your concerns.
Escalation of Concerns
Practice Manager: In the first instance, raised any unresolved issues with the Practice Manager.
Further Action: If concerns remain unresolved, you have the right to escalate them to your local Integrated Care Board (ICB) within the Integrated Care System (ICS), or ultimately to the Parliamentary and Health Service Ombudsman.

Appointment Attendance
Punctuality: Arrive on time for scheduled appointments. If you are unable to attend, please provide adequate notice so that appointments can be offered to other patients in need.
Up-to-Date Information: Ensure the practice has your current contact details (address, phone number, and email if applicable).
Respectful Behaviour:
Conduct: Treat all practice staff and fellow patients with courtesy and respect. Physical or verbal abuse will not be tolerated.
Shared Space: Help maintain a calm and safe environment for everyone attending the practice.
Accurate Health Information
Honest Disclosure: Provide complete and accurate information about your health, any medications you are taking, and any other treatments or services you receive.

Carers, Vulnerable Patients, and Special Requirements
Inclusive Care: Practice will make reasonable adjustments to ensure equitable access for all patients, including those with disabilities or complex health and social care needs.
Carers: If you are a carer (or have a carer), you can request additional information and support.