Practice Charter

2) All new patients will be offered a health check on joining a doctor's list.

3) We aim to offer a routine appointment with the professional of your choice within one week.

4) Priority will always be given to medically urgent problems, though you may have to see whichever doctor is available.

5) We will always try to run our surgeries on time. If a considerable delay occurs you will be informed and be offered an alternative appointment.

6) You will be treated as a partner in your care. Referral will be made to a suitable specialist service if indicated.

7) A home visit will take place within eight hours of your request, sooner if medically urgent.

8) When the surgery is closed you will be able to contact a GP on the emergency number 0845 056 8060 for advice or treatment as appropriate.

9) All patients over 75 who have not had a consultation within the previous 12 months may request a consultation. All patients between the ages of 16-75 who have not had a consultation within the previous three years may request a consultation.

10) You have the right to refuse to take part in any medical research or training of medical students in the surgery.

11) You have the right to see your health records, subject to current legal limitations and an appropriate fee (contact reception for details).

12) You have the right to receive a prompt and thorough reply to any complaint you have about the surgery.

1) Please extend the same courtesy to our staff as you would wish to receive. The practice upholds the NHS Zero tolerance of abusive behaviour - where any patient uses violence or threatening behaviour to a GP or his staff, the practice will inform the police and request the removal of that patient from the practice's list.

2) Respect the use of emergency appointments, urgent home visits and night calls for appropriate medically urgent problems.

3) Try to keep appointments. If you cannot, or are going to be late, then let us know promptly.

4) Book one appointment for each member of the family who needs to be seen.

5) Remember that home visits are for patients whose condition makes them unable to come to the surgery. They should be requested before 10.30am.

6) Calls to the emergency number out of hours should be for problems that cannot wait until the surgery re-opens.

7) Please let us know any change of address/name/telephone etc.

8) As spaces are restricted, please only use the car park when you are actually in the surgery.

9) Dyneley House is a non-smoking building. Please respect this legal requirement

We always value your comments on how are we doing. If a problem arises, please discuss it with the staff involved first. We have a formal complaints procedure in line with NHS guidelines, a copy of which is available on request. All written complaints should be addressed to Mr David Lumsden. Alternatively you might might prefer to contact PALS (Patient Advice and Liaison Service) on 0800 0688 8000.