Practice Charter

How can we help you?

  • All patients, their families and carers will be treated with courtesy and respect, irrespective of their age, gender, ethnic origin, religious beliefs or the nature of their health concern.
  • We accept our responsibility for protecting the confidentiality of patients and will comply with all relevant legislation in this regard.
  • We will work in partnership with patients to deliver the best possible medical care and clinical outcomes.
  • We will involve patients and listen to their opinions and views in all aspects of their care and treatment.
  • If you make a complaint, we will investigate the full circumstances and make sure you receive an apology when this is appropriate. We will also make sure you are not discriminated against, or subjected to any negative impact as a result of your complaint.
  • An urgent appointment with a doctor or nurse will be made available on the same day should a patient require one.
  • We aim to see patients within 20 minutes of their appointment time. If you have waited longer than this please ask at reception for an explanation.
  • Treatment and care will always be provided by a suitable and qualified person and no care or treatment will be provided without patient consent.
  • Those involved in the care of patients will offer their names and ensure patients know how to contact them.
  • We will provide full information about the services we offer and how to access them.
  • We will take whatever time is necessary to help patients understand their conditions, treatment options and medication and will answer all questions openly and honestly.

How patients can help us

  • Treat our staff with courtesy and respect, irrespective of their age, gender, ethnic origin, religious beliefs or role – they are all here to help.
  • Be on time for each and every appointment made for you.
  • Cancel any unwanted appointments in good time so that it can be allocated to others.
  • Be aware of the needs of your fellow patients and keep noise levels to a minimum when visiting the surgery.
  • Keep your children close by and well behaved when visiting the practice and do not let them play with any medical equipment in the consulting rooms.
  • Be informed about your health and answer questions about your care openly and honestly.
  • Let us know in good time if you are running late or are unable to attend.
  • Request a home visit only if you are genuinely too unwell to visit the surgery.
  • Make all requests for urgent or same day care as early in the day as possible.
  • Stay by the phone number provided to make it easier for us to return your call.
  • Do not smoke, drink alcohol or take recreational drugs on the premises or in the grounds of Meditrina House.
  • Do not bring your pets into the surgery – assistance dogs are permitted
  • Use the wheelchairs available in the entrance lobby should you need assistance moving around the building and do not bring personal scooters into the building.