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Patient Charter

Our Aim:-
Is to provide the highest quality medical and administrative services to patients

Our Commitment:-
Is to treat all patients as partners in the care and attention they receive and to foster relationships of mutual understanding, trust and respect. All staff are committed to treating patients, carers and relatives with dignity and respect at every stage of their care and treatment

Our Request:-
Is that patients help us to help them by following the guidelines suggested

Our Services


We operate an appointment system.

Patiens with URGENT problems will be seen by a doctor on the same day.

Patients with NON-URGENT problems will be given the earliest available appointment.

We will try to ensure that you are seen on time but some consultations take longer than others and we have no way of knowing about specific cases in advance.

When there are prolonged delays you will be given an explanation.

How You Can Help Us

Please ring to make an appointment on Bath 425807.

Please try to be punctual.

Please book one appointment for each person to be seen.

If we are running late please be patient. On another occasion it may be you that needs the extra time.

Please do not blame the receptionist.

Please ring to tell us if you no longer need to see the doctor / nurse – another patient may be glad of the appointment.

Telephone Response

We will try to answer the telephone promptly and efficiently

How You Can Help Us

Please do not ring with non-urgent matters between 8.00 – 10.00am.

Please keep calls brief.

Home Visits

We will arrange home visits for patients who are too ill to attend the surgery.

How You Can Help Us

Please ring for home visits on Bath 425807.

Please try to ring for visits by 11.00 am unless a genuine emergency arises later.

Please request home visits only when patients are too ill to attend surgery not because it is inconvenient to attend.

Calls Out of Hours

Cover is provided for emergencies out of surgery hours by NHS 111.

How You Can Help Us

Please ring 111.

Please only use this service for emergencies and not for conditions which can wait until the next surgery.

Appropriate Care

You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.

Following discussion you will receive the most appropriate care, given by suitably qualified people.

No care or treatment will be given without your informed consent.

How You Can Help Us

We ask that you treat the doctors and practice staff with the same courtesy and respect.

We would also ask you to try and follow the medical advice offered and to take any medication as advised.

Please feel free to ask questions about your treatment.

Repeat Prescriptions

Requests for repeat prescriptions must be made in writing. Please use the computer list sent with your last prescription or use the practice website home page.

Prescriptions may be collected from reception or will be sent to you if you accompany your request with a stamped address envelope or will be sent to one of the pharmacies who collect from the surgery

How You Can Help Us

Please allow 48 hours, plus posting time if necessary for this service.

Test/X-Ray Results

Test / X-Ray results may be obtained by phoning the surgery. Your doctor will tell you how long he expects the tests to take.

Results can only be given to the patient concerned, not to friends or relatives.

How You Can Help Us

Please ring for results on Bath 425807 after 11.00am.

Information About Services

We will give you full information about the services we offer.

How You Can Help Us

Please read our practice leaflet. It will help you to get the best out of the services we offer.

Access to Records

You have the right to see your health records, which will be kept confidential, subject to any limitations to the law.

There will be a charge to cover administration.

How You Can Help Us

Please apply to the Practice Manager for further details.


We want to give you the best possible service and welcome any comments you have.

Any suggestions will be dealt with seriously and promptly.

How You Can Help Us

Please leave suggestions in the box provided in the waiting room or alternatively you may contact the Practice Manager.

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