Dyneley House Surgery – Patient’s Charter

NHS England has introduced a Patient’s Charter which sets out clear standards for patients and practices in England.

You can read the full charter here: You and your general practice – NHS England

Key Standards in the Patient Charter

• Prompt response – Practices must consider appointment or advice requests and inform patients within one working day what will happen next.
• Multi-channel access – Contact your practice in person, by phone, online, or via the NHS App from 8 am–6:30 pm, Monday–Friday.
• Appointment options – You may receive a face-to-face or telephone appointment with a GP, nurse, pharmacist, or another professional. Practices will respect your preference wherever possible, but clinical need may take priority.
• Provider choice – You can ask to see a specific clinician (for continuity of care), but this may mean a longer wait.
• Fair registration – If your registration is refused (for example, because you live outside the practice catchment area), you must be notified in writing within 14 days with an explanation.
• Mutual respect – Staff will treat you fairly, kindly, and respectfully—and patients are expected to do the same. Abusive behaviour may lead to removal from the practice list.
• Complaints & feedback – Concerns can be raised with the Practice Manager, your local Integrated Care Board (ICB), or Healthwatch.

Contacting Dyneley House Surgery

Patients can contact us in the following ways:

Online (preferred method) – Submit medical enquiries between 7:30 am and 4:30 pm, Monday–Friday. Other enquiries can be submitted 24/7.

👉 Access our online system here

By phone – Call us between 8:00 am and 6:00 pm, Monday–Friday.

Between 6:00 pm and 6:30 pm, calls are answered by our out-of-hours provider.

Outside these times, please call NHS 111.

In person – The surgery is open Monday–Friday, 8:00 am to 6:00 pm.

Outside these hours, please call NHS 111.

What You Can Do to Help

• Prepare for appointments (bring notes, questions, and goals).
• Remember, each appointment is for one individual condition only.
• Be on time or cancel/reschedule promptly.
• Give 24 hours’ notice if cancelling an appointment, so it can be offered to someone else.
• Use the NHS App or website for bookings, cancellations, prescriptions, and test results.
• Submit repeat prescription requests early—allow up to 3 working days for approval.
• Consider joining our Patient Participation Group to help improve services.