Patients' Charter

This charter informs you of what you can expect from your surgery and doctors, and in return, your obligations as a patient to help ensure that these standards are maintained for you and our other patients.


Practice Leaflet

All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.

Surgery Premises

Our surgery buildings will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.

Patients' rights to General Medical Services

Patients have the rights to:

  • change Practice if desired
  • be offered a health check on joining the practice
  • receive urgent care
  • receive appropriate drugs and medicines
  • be referred for specialist or second opinion if appropriate-
  • have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.

Changes to Procedures

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure; waiting room noticeboard or individual leaflets, giving as much notice as practicable. Information can also be found on our website.


Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation.

Test Results

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the results. The arrangements will depend on the specific surgery and on the test itself.

Transfer of Medical Records

The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.

Privacy and Confidentiality

We will respect our patients' privacy, dignity and confidentiality at all times.


For medically urgent requests, we will offer an appointment on the same day or redirect you to an alternative service, as appropriate.

Less urgent appointments will be accommodated in the shortest timeframe possible. However, where you wish to see a particular doctor please be aware that this may incur a longer wait. 

Home Visits

Where a doctor deems it appropriate we will provide a home visit. However, we are unable to guarantee a specific doctor. Wherever possible we ask that patients attend the surgery because a doctor can see a number of patients in the time it takes for a home visit. Because of the geography of our area these should ideally be requested before 10:30 for logistical purposes.

Out of Hours Emergencies

When the surgery is closed patients needing urgent medical advice between 6 -6.30pm Monday to Friday, should call the OOH service on 01423 224321. Between 6.30pm and 8am and at weekends and Bank holidays please call 111 (NHS111). Please confine calls to urgent matters only.

Waiting Times

  • surgeries will normally start on time.
  • we expect patients to be seen within thirty minutes of their appointment time, and in the event of a delay we will offer an explanation.

when a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.