Practice Charter

This statement is designed to provide patients with details of the service we aim to achieve, and how you, the patient, can help by using services responsibly. We look forward to enjoying a good working relationship with all of our patients.

Practice Obligations and Responsibilities

  • You will be treated with respect and courtesy by practice staff and we will honour your right to confidentiality.
  • You are entitled to a copy of the practice leaflet, available at the surgery.
  • We will provide a home visit if a patient is too ill to get to the surgery.
  • Appointments are usually at 10 minute intervals.
  • Patients needing emergency appointments will normally be seen on the same day but it will be by the duty doctor or nurse practitioner.
  • The doctor is likely to want some information on what is wrong when a patient requests a home visit, emergency appointment or advice, and will ask the receptionist to obtain this.
  • Information shows that a considerable number of minor injuries can be dealt with at the practice. Patients have often in the past gone to a minor injuries unit or A&E department for problems that could have been treated here. We have a number of on the day nurse appointments available to deal with these.
  • We try to keep to appointment times, but if there is a delay, please be patient as the doctor may be attending an emergency or have a patient with complex problems.
  • You will be visited outside normal surgery hours if it is an emergency and you are too ill to travel to an emergency centre. The out of hours cover in this area is provided by the ambulance service.
  • Repeat prescriptions will usually be ready 2 working days after being requested.
  • You will be advised by your doctor when your test results will be available.
  • We will offer advice and information about how you can promote good health and avoid illness.
  • We will always listen to patients views about the services we provide at the surgery. If you have any comments, please contact the practice or join our patient participation group. If you have a complaint we will deal with it as swiftly as possible, and try to resolve it to the mutual satisfaction of everyone concerned.
  • Confidentiality – all patient records are confidential and are kept as up to date as possible. Computerisation of medical records brings many benefits for preventative medicine and prescribing, and anonymised information is occasionally used by authorised personnel for clinical research.

Patient Obligations and Responsibilities

  • Treat doctors and staff with the same respect and courtesy. The practice operates a zero tolerance policy on abuse.
  • Read the practice leaflet, available from the surgery, it will tell you about the practice and will help you get the best out of the services we offer.
  • If you need a home visit, you should contact the surgery by 10:30 in the morning, unless it is an emergency, when we should be contacted immediately. Home visits are not provided for reasons of convenience, if you are well enough to go out shopping etc, you should not expect a home visit.
  • We cannot hope to give all patients the appointment of their choice all the time. If you will need more than 10 minutes please inform us when booking. Each member of the family needs a separate appointment with the doctor.
  • Do not request an emergency appointment unless it is necessary, it will be added to a surgery that is already full. Bear in mind that other patients will be waiting to see the doctor after you.
  • If a receptionist does ask you for more information please answer them as fully and clearly as possible – they are asking as instructed by the doctor.
  • Please only use accident and emergency services or the North Norfolk Clinical Commissioning Group, of which we are a part of, is charged for every visit to an emergency centre.
  • Please let us know if you no longer need or cannot keep your appointment so that we can offer it to another patient. We lose on average 30 appointments a week by patients failing to cancel appointments and not attending.
  • Only call the doctor after hours if it is a medical emergency.
  • Please allow 2 working days for repeat prescription requests to be processed by the practice, plus 2 additional days if the chemist dispenses for you. Many patients who have the same medication each month have their repeat prescriptions generated automatically by us or the chemist.
  • For test results, contact the surgery between 14:00 – 17:00 on or after the expected day of availability.
  • You are responsible for your own health, and that of your children, and should take appropriate action and advice.
  • Please appreciate that we do have 6,600 patients to look after, and we cannot always provide what individuals would like, nor do things always run to plan. We take all complaints seriously, and have a robust process to deal with them. Please give us the opportunity to deal with any problems as and when they arise.
  • All computerised records are protected under the terms of the Data Protection Act. If you would like additional information or do not wish for your records to be used for research purposes, please tell the receptionist.