You and Your General Practice

Practice Charter

To provide a caring and efficient service; to treat all patients equally and with respect

To always strive to offer the best medical and nursing care.
That practice staff will always endeavour to greet you with courtesy, whether in the surgery, in your home, or on the telephone
That your right to confidentiality will always be respected
That you will be seen the same day if your problem is urgent
That you will be seen by your preferred doctor or nurse, whenever possible
That you will be informed should there be a significant delay for your appointment
That you will be referred to a consultant or other services whenever necessary
That you will be informed of your test/investigation results when they become available
That your repeat prescription will be ready within 48 hours of request
That your suggestions and comments about our service will be considered sympathetically
That your complaints will be dealt with quickly

To treat staff and other patients politely and with respect
To inform us of any changes in your personal details so that our records remain accurate
That urgent appointments are requested for urgent problems only
That home visits are requested only if you are unable to attend the surgery
To cancel your appointment as soon as possible if you are unable to attend, so that we can offer the appointment to someone else
To arrive on time
To be patient when surgeries are running unavoidably late
To make a separate appointment if more than one member of your family needs to be seen; should you have several problems to discuss, you may be asked to make another appointment to discuss them

Page last reviewed: 30 September 2025
Page created: 17 September 2025