Practice Charter
Accessibility
The Surgery is open for appointments or messages Monday to Friday 8:00am to 6:30pm and closed for staff training every Monday 1:00 to 2:00pm.
In an emergency, you can speak to a doctor out of hours via NHS 111.
What we ask of you
- Please remember it is usually easier to get through on the telephone between 11:00am and 12:30pm and 2:00pm to 4:00pm for non-urgent matters.
- Please do not ring out-of-hours for non-urgent matters.
Availability
What you can expect from us
- Our appointments system is designed to ensure you get the right care, at the right time, with the right person. We use a system called Total Triage, where every request is reviewed first by a clinician.
- Doctors, Practice Nurses, first contact physiotherapists, social prescribers, dieticians, MIND counsellors, and pharmacists. Health visitors and midwives are no longer available through the practice and must be contacted directly.
What we ask of you
- Especially for continuing problems, please try to make an appointment with your regular doctor according to his or her availability.
- If you cannot keep your appointment, please let us know so that we can offer it to someone else.
- When requesting a home visit, please try to let us know by 10:30am and give enough information to enable us to assess the urgency of your call.
Repeat Prescriptions
What you can expect from us
- Prescriptions will usually be sent to your pharmacy electronically within 3 working days – please allow an extra day if ordering through your chemist.
- We prefer to receive repeat requests through the NHS app, but this can also be requested in person at the practice.
- Acute prescriptions that you’ve had recently can be requested via our website.
- Faxes are no longer accepted.
What we ask of you
- If your doctor has said you may receive repeat prescriptions, please use the printed slip that accompanies your medication. Alternatively write the medicine’s name, strength and dosage on the prepared forms available at the Practice.
- Please allow 3 working days before chasing prescription requests.
Confidentiality
What you can expect from us
- We treat all private information as confidential.
- We keep necessary medical records on our surgery computer system. Other members of the health team, also bound by our rules of confidentiality, may have access to relevant records in order to care for you.
- You are able to discuss any matter with members of the team, including a receptionist, in privacy.
What we ask of you
- Please let us know if you wish to discuss any matter with a Receptionist or our Practice Manager in privacy.
Quality of Care
What you can expect from us
- We aim at high standards of care. We try to achieve these through regular updating for all team members, by checking aspects of our work against targets, and reviewing our care when things do not go well.
What we ask of you
- Please read our practice leaflet, notices in the surgery, and our newsletter. These contain information about our services, and often advice about your health.
- Our aim is to provide the highest standard of care that we can. Patient feedback, regular updates for staff, checking aspects of our work and reviewing our care when things do not go well are some of the measures that help us in achieving our aim.
