Patient Charter

Patient’s Rights and Responsibilities

As a patient you have the right to:

  • Be registered with a named doctor
  • Change doctor if desired (but please remember that you may have to see any of the doctors if your need is urgent)
  • Receive emergency care
  • Receive appropriate drugs and medicines
  • Be referred for specialist or second opinion if they and GP agrees
  • See your medical records or a copy, subject to certain laws
  • Know that by law, everyone working for the NHS must keep the contents of your medical records private.

With these rights come responsibilities for the public. That means being:

  • Courteous to staff at all times
  • As prompt as possible for all appointments
  • Responsible for cancelling appointments in adequate time.

Policy on Violent or Abusive Patients

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.

We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients. We have a zero tolerance policy towards violence and aggression.

Zero Tolerance Policy

This practice operates within the NHS Zero Tolerance Policy on violent or aggressive patients (and relatives).

We believe that everyone has a right to feel safe from violence or verbal abuse. Therefore we  take any acts of violence, verbal aggression or intimidation very seriously.

Acts of violence will be reported to the police and patients involved will be removed from the practice list and banned from the premises.

Verbal aggression (including shouting & swearing)  may be treated in the same way as acts of violence. Otherwise a warning will be issued and if the behaviour is repeated, then the patient may be asked to leave the list.

All staff at the practice can report problems and this includes aggression or swearing over the phone.

Unattendance of pre-booked appointments

Known as DNA – did not attend. If a patient fails to attend a pre-booked appointment more than twice in 1 year,  they will receive a letter from the practice informing them that if they persist, by continuing to waste appointments with their healthcare professional, which could be allocated to people in need of assistance, their registration with the Practice may be compromised. This is due to on going pressures on the NHS & GP Practices nationwide. We appreciate your assistance in this matter.