Practice Charter

Patient’s Rights to General Medical Services

• To be offered a health check, when appropriate, upon joining a doctor’s list for the first time.
• To have appropriate drugs and medicine prescribed.
• To be referred to a Consultant acceptable to them when they and their GP think it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
• To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
• To choose whether to take part in research or medical student training.
• To receive a copy of their doctor’s practice leaflet, setting out the services that he or she provides.
• To receive a full and prompt reply to any complaints they make about the care they receive at the Chilcote Surgery.

Our Practice Charter

• You will be treated with courtesy and respect by all Practice personnel.
• An urgent appointment with a Doctor or Nurse Clinician will be available on the same day through our Dr First appointment system.
• We aim to see 80% of patients within 20 minutes of their appointment time.  If you have waited longer than this please let a member of the Reception team know.
• We aim to answer the telephone within five rings.
• Requests for repeat prescriptions will be dealt with within 48 hours. This can be in person, online through NHS App/Patient Access, emailing l83111.prescriptions@nhs.net or by telephoning 01803 316333 between 9.30am and 1pm.
• All comments and suggestions about the service are welcome.  Please complete a Friends and Family Test questionnaire which can be found in reception.
• If you have a complaint please speak to any member of staff.  Your complaint will be dealt with in a professional and efficient manner.
• We wish to make the Chilcote Surgery as accessible as possible.  If you have hearing, visual or physical difficulties please let the Receptionist know so that we can enable you to fully use our services.

Patient’s Responsibilities

• If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
• If you are late for your appointment you may be asked to rebook at another time.  Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
• A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity.  Please ring the surgery as early in the day as possible to request a visit.
• We would ask you to be patient if the clinician is running late.  This is often due to unforeseeable emergencies but please let a member of the Reception team know if you have been waiting for more than 20 minutes after your appointment time.
• Please treat all surgery staff, fellow patients, carers and visitors politely and with respect.  Violence or verbal harrassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.