Patients’ Rights

We are committed to giving you the best possible service. This will be achieved by working together. We will always endeavour to ensure that:

• You are treated with courtesy and respect
• You are treated as a partner in the care and attention that you receive
• All aspects of your visit are dealt with in privacy and confidence
• If you call the surgery with an emergency, you will be given the number to receive assistance, which will require no more than one further call
• You can bring someone with you (please note that, you may still be asked to be seen on your own during the consultation)
• Repeat prescriptions are sent to the chemist within two working days of your request
• Information about our services is made available to you by way of posters, notice boards and newsletters
• You have the right to see your medical records or have a copy subject to certain laws

If you feel that we have not met our obligations as set out above, please contact us as per our complaints procedure and we will investigate.

Patients’ Responsibilities

With these rights come responsibilities. These are the expectations we have of our patients:

• You treat all practice staff with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you
• You ensure that you order repeat medication in plenty of time, allowing 48 working hours for the surgery to process it
• You initiate minor illness and self-care for you and your family wherever possible
• You attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend
• You address any questions regarding tests or investigations with the person who has requested the investigation
• You attend appointments on time and check in with reception staff or by the self check-in screen
• You ensure that you arrive for your appointment on time. Patients who are more than 20 minutes late for their appointment may not be seen
• In the event that you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel
• Where another family member needs to be seen or discussed, you ensure that another appointment is made
• You make every effort to present at the surgery to ensure the best use of nursing and medical time and do not request home visits unless they are medically justifiable
• You inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date
• You read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content, please tell us
• You let us have your views. Your ideas and suggestions, whether complimentary or critical, are important in helping us to provide a first class, safe and friendly service in pleasant surroundings

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information, visit these websites:

• GOV.UK – The NHS Constitution for England
• NHS Choices – NHS Constitution