Practice Charter



The practice is registered under the Data Protection Act and the Freedom of Information Act.


The practice holds personal information about you on our computer system and in paper records to help us to look after your health needs. The practice is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.


Doctors and staff in the practice, including community staff, have access to your medical records to enable them to carry out their roles. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.


All information about you is held securely and appropriate safeguards are in place to prevent accidental loss. All staff have a duty to comply with confidentiality of such information or data.


In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.


To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.


You have a right to see your records if you wish. An appointment with a member of the reception team or administration will be required. In some circumstances a fee will be payable.


By providing your contact details you consent to the practice contacting you by post, e-mail or telephone (landline or mobile including via text message).


Suggestions & Comments


We encourage your suggestions and comments so that together we can improve our service to you. If you have a complaint, concern or suggestion, please speak to our Practice Manager who will advise you on our complaints procedure. Alternatively you can go to our ‘Complaints and Compliments’ section on the website for more information.


Violent and/or Abusive Patients


The practice adheres to the NHS zero tolerance policy. If a patient is violent or abusive, we reserve the right to ask them to leave the premises and to remove their name immediately from our patient list.


Aggressive behaviour includes any personal, abusive, and aggressive comments, cursing and/or swearing, physical contact, or aggressive gestures.


We do understand that patients may be under severe stress at times which may result in uncharacteristic behaviour, but we cannot tolerate any staff feeling vulnerable to verbal or physical attack.


Our Commitment to You

  1. You can expect to be greeted in a friendly, helpful and professional manner.
  2. Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  3. All home visit requests will be met the same day where medically necessary.
  4. Every effort is made to make surgeries run on time, but you will appreciate that some consultations take much longer than others and it is not possible to predict in advance which these will be. If the delay is more than 30 minutes, the receptionist will offer an explanation.
  5. Work in partnership with you to achieve the best medical care possible.
  6. There will be confidentiality by all the staff members dealing with your medical records.
  7. We will respect your need for dignity, privacy and your religious and cultural beliefs.
  8. If you are disabled or have special needs we will ensure our premises and services cater for you as far as possible.

Your Responsibilities to Us

  1. Our practice staff are here to help you. Please treat them as you would wish to be treated yourself. Reception staff may have to ask some personal questions to assist us in providing you with the best service
  2. Let the surgery know as soon as soon as possible if you cannot keep your appointment. This will allow us to offer the appointment to another patient.
  3. Only request a home visit if the patient is too ill to get to the surgery.
  4. An appointment is for 10 minutes and for one person only. If more than one member of your family needs to be seen, please book an extra appointment. If you have several problems please book a double appointment to help us run to time.
  5. Let us know when you change your address, name or telephone number (landline or mobile).
  6. You are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.