Practice Charter

Mission Statement

This practice is dedicated to achieving and maintaining a high quality health care, designed to meet the needs of its practice population and retain its family doctor ethos.


We have explained the various services we provide in our Patients’ Guide and as an extension of that our Patients’ Charter sets out what you can expect from us and what we, in return, expect from you. The care of your health is founded on a partnership between yourself and the primary health care team at this surgery.

The success of this partnership depends on a number of factors:

  • Establishing a shared responsibility to prevent problems before they occur rather than trying to rectify them later.
  • Having a clear understanding of each other’s needs.
  • Developing regular feedback on how you feel about our services.
    Only by such co-operation will we be able to improve our services to you and achieve the ultimate goal of a healthier practice population.


To enable you to get the most benefit from our practice we will ensure that:

  • The telephone is answered promptly.
  • All uniformed staff wear identification badges.
  • Patients who wish to speak privately to doctors or staff will be directed to an area allocated for this purpose.
  • You will be received by professionally trained receptionists at the surgery who will offer help and advice. Some of the clinics available are for diabetes, asthma, smoking, diet, hypertension and coronary heart disease. Self help information on minor illnesses is available on request.

Our Responsibilities to You

  • You have a right to confidentiality.
  • Patients are entitled to see their records (subject to limitations in the law and payment of a fee). All records will be kept confidential. If you wish to access your records, please write to the practice manager.
  • You will be offered a same-day emergency appointment if you need to see a doctor urgently.
  • You have a right to information and answers to questions about your own health, in particular:
    • any illness and its treatment.
    • possible side effects from drugs prescribed.
    • the likelihood of recovery and prevention and avoidance of illness recurring.
  • You will normally be seen within 20 minutes of your appointment time. You will be informed if there is likely to be a delay.
  • If you have undergone tests or x-rays requested by the practice, we will inform you of the result if further action is required.
  • Computerised repeat prescriptions will normally be ready within two working days of a written request.
  • You will be advised of steps you can take to promote good health and to avoid illness, as well as self help for minor ailments where reference to a doctor is not required.
  • If you are too ill to attend surgery a doctor may visit you at home, provided your call is received before 10.30am. At other times the duty doctor may make a house call or ask you to attend surgery at a specific time.

Your Responsibilities To Us

To enable us to give you the best service we would ask you to note the following:

  • It is generally quicker and easier for a doctor or nurse to see patients in the surgery rather than at home, so please only ask for a home visit if you are too ill to attend surgery.
  • For routine house calls please contact the surgery on 01737 761343 before 10.30am whenever possible.
  • Please ensure you arrive on time for your surgery appointment. If you arrive late it may not be possible for you to be seen as the doctors and nurses are usually fully booked.
  • Individual appointments are for one patient only so please book appropriately. If you feel your problem cannot be dealt with in a routine appointment, please contact the reception staff to make the appropriate arrangements. The doctors, nurses and staff will try to be courteous at all times, so please show them the same respect. The first hour of the morning is the busiest time.
  • You should not delay the doctors or nurses unnecessarily. Their time is valuable and they have many patients to see.
  • You should notify the surgery immediately if you change your name, address or telephone number.
  • Please telephone for test results between the hours of 2.30 and 5.00pm Monday to Friday.
  • When the surgery is closed you should only telephone if you consider the problem is urgent. Always telephone 01737 761343 and your call will be re-routed to Thamesdoc.
  • Remember you are largely responsible for your own health and it is up to you to take the advice and action recommended to you.
  • Please cancel any appointment you are unable to keep so that it may be offered to somebody else.
  • We expect our patients to be polite and courteous at all times to doctors and staff.
  • Please do not arrange to see a doctor just for a repeat prescription. Please use the repeat prescription service available at reception.