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Practice Charter

Our Responsibilities

  • You will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated confidentially.
  • Respect for religious and cultural beliefs will be honoured.
  • We aim to answer the telephone promptly and courteously.
  • You have a right to information about your own health (illness and treatment, possible side effects, prevention or recurring illness etc). We will offer medical advice and information for the promotion of good health. You have the right to see your own medical records subject to the limitations of the law. A charge may be made.
  • Home visits will be made when requested and if a doctor feels that you are not well enough or not able to attend the surgery. The final decision rests with the doctor.
  • We may give you test results when you telephone the surgery for them, or you may be asked to make an appointment with the doctor to discuss them.
  • On registering as a new patient you will be offered a health check.
  • If your doctor believes that you need a second opinion then this will be arranged.
  • You will be given a time to see a doctor in accordance with the system used in this practice. If there is a substantial delay for any reason, you will be given an explanation.

Your Responsibilities

  • We ask that you treat our doctors and all practice staff with courtesy and respect.
  • The first hour of the morning can be extremely busy. Please keep telephone calls brief. If possible, leave routine calls until later in the day.
  • You are responsible for your own health and that of your children. Please take the advice given to you at the practice. Let us know immediately if you change your address or name and remember to give us your telephone number and postcode.
  • If you wish to see your medical records, please put your request in writing to your GP.   Arrangements will then be made with you. A charge may be made for access to medical records.
  • Please contact the surgery between 9.00 and 10.30am for a home visit during the day.
  • If tests are ordered for you, please contact the surgery for the results.
  • Please let us know if you are unable to keep an appointment. We can then offer this appointment to someone else.
  • If you are aged 16-75 and have not seen a GP or nurse in the past three years and feel you need a health check, you may, if you wish, make an appointment at our health promotion clinic.
  • If you are aged 75 or over and have not seen a GP or nurse in the past 12 months and feel you require a health check, please speak to one of our practice nurses.
  • Please check our patient information booklet for the procedure for obtaining repeat prescriptions.
  • Where an appointment or acknowledgement of a routine referral for a hospital appointment is not received within six weeks, please contact the hospital concerned.

Standard Of Care

The practice aims to achieve and maintain a quality health service to meet your requirements. We believe that we meet the high Essential Standards of Care as set out by the Care Quality Commission. If you feel that we do not meet any of these required standards please contact the practice manager.


The doctor or nurse that you see will obtain your (or appropriate representative)understanding, agreement and consent prior to undertaking any proposed treatment, immunisation or investigation. Consent may be implied or expressed, depending on the individual circumstances. A copy of the practice's policy on consent can be obtained by contacting the surgery.


This practice is approved by the Wessex Regional Postgraduate Medical Education Committee as a training practice for doctors intending to become general practitioners. These doctors are fully qualified and we hope you will treat them as one of the team. We also teach medical students from time to time.

Staff Protection

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the NHS.

Our staff have the right to do their work in an environment free from violent, threatening and abusive behaviour and everything will be done to protect that right.

At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our list of registered patients.

Freedom of Information Act Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a publication scheme from January 2005. A publication scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme will be available from reception.

National Data Opt Out

The national data opt-out policy was introduced on 25 May 2018, enabling patients to opt out from the use of their data for anything other than their individual care and treatment , for example research or planning purposes, in line with the recommendations of the National Data Guardian in her Review of Data Security, Consent and Opt-Outs.

By March 2020 all health and adult social care organisations are required to be compliant with the national data opt-out policy, where they are using confidential patient information for purposes beyond an individual’s care and treatment. This information standard provides a set of requirements to ensure that all health and adult social care organisations in England can comply with the National data opt-out policy.

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