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Practice Charter

Practice charter

We aim to provide our patients with the best quality care available. Our charter is a statement of what you can expect from this practice and what we feel we can expect from you.

•All patients will be treated equally. We do not discriminate on the grounds of gender, gender identity, race, disability, sexual orientation, religion or age

•Our premises will be clean and comfortable and have facilities for the disabled

•All patients will be greeted in a friendly manner and be treated with courtesy by everyone in the practice

•Patient confidentiality may be expected at all times

•Patients should realise that home visits are made at the doctor’s discretion

•Many problems can be solved by advice alone, therefore patients should not always expect a prescription at every consultation

•We ask that patients treat the doctors and staff with courtesy and respect

•Patients must inform the practice staff of any alterations in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory

With These Rights Come Responsibilities

•We ask that patients attend their appointments at the arranged time. If they cannot attend they will inform the surgery immediately

•We expect that patients will understand that appointments are for one person only. Additional appointments will be made if more than one person needs to be seen

•Patients are responsible for their own health and the health of their children and should co-operate with the practice in endeavouring to keep themselves healthy

•We ask that requests for help or advice for non-urgent matters be made during surgery hours

•Home visits should only be requested for patients who are seriously ill. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery



Data Protection Act

The surgery does not disclose personal health information to any organisations outside the NHS without your consent.

Only those involved in patient care e.g. primary health care team at the practice, other clinicians if a patient is referred to hospital. District nurses etc have access to patient records. Also basic information is screening programmes. Some data however is used anonymously for NHS statistics - in these cases your personal details (e.g. name home address telephone no, etc.) are not included. If you do not wish to be included in these or have any concerns, please speak to the Practice Manager


Whilst we make every effort to provide you with the highest standard of care, we appreciate that at times you may feel unsatisfied. Our practice has a standard complaints procedure, a copy of which may be requested at reception.

If you have a complaint, please discuss it with a member of staff or the Practice Manger .

You may be asked to put your complaint in writing which we will respond to and investigate in a timely manner. Please ask for the Practice Complaints Procedure  or our Complaints leaflet

If we are unable to satisfy your complaint:

We believe our practice complaints procedure is the best way of putting things right.  if you are dissatisfied with our procedure you may write to:

If writing to NHS England address to:

NHS Commissioning Board 
PO Box 16738  

Redditch B97 9PT
Phone: 0300 311 22 33

(Monday to Friday 8am to 6pm, excluding English Bank Holidays).


Please write ‘For the attention of the Complaints Manager’ in the subject line.


OR If you are  still not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use. To take your complaint to the Ombudsman, visit: - or call 0345 015 4033.

Contact can also be made with the Ombudsman by Email: or by Fax: 0300 061 4000If you would prefer to write, the address is:

The Parliamentary and Health Service Ombudsman Mill bank Tower Mill bank London SW1P 4QP

Further information about the Ombudsman is available at



Your Neighbourhood Professionals. Just a Click Away! BMI The Clementine Churchill Hospital
Your Neighbourhood Professionals. Just a Click Away! BMI The Clementine Churchill Hospital