Surgery Charter

Practice Intentions

1. commentsWe will endeavour to see patients within 20 minutes of their appointment time, bearing in mind occasional emergency situations.

2. Emergency appointments should be available with one of the partners on the same day.

3. An appointment should be available within 24 hours for acute conditions, although this may not necessarily be with your own GP.

4. We will endeavour to make repeat prescriptions available within 48 hours of receiving the request

5. We try to answer the telephone within 10 rings, wherever possible

Patients' Responsibilities

1. Patients should ring and cancel appointments if they no longer need them so that they can be used for other patients.

2. Patients should endeavour to arrive on time for their appointments.

3. Patients should have realistic expectations concerning appointments.  This means not expecting an acute appointment within 24 hours for a simple, non-urgent condition.  Patients are asked to co-operate with the staff when they are trying to assess the level of urgency of their request.

4. If you have more than one or a complex problem please ask reception to make you a longer appointment (appointments are scheduled routinely for 10 minutes)

Patients' Rights

You have a right to expect a high standard of medical care and we will try at all times to provide the best care possible within the resources available. Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would always give the patient a reason for the removal in writing, and we would inform NHS England, with whom we hold our General Medical Services contract.

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