Patients' Charter

Patients' Charter

All staff at the surgery are committed to delivering high quality services for you, our patients. We aim is to keep you in good health ensure that you can easily access our services when required and fully understand the care and treatment we offer. In return we ask that you take responsibility to help us to help you.

Patients rights to General Medical Services:

Patients have the right to:

  • be registered with a General Practitioner
  • change doctor if desired
  • be offered a health check on joining the practice
  • receive emergency care from the practice during the hours of 8am-6:30pm (Mon-Fri) excluding bank holidays.
  • receive appropriate medication
  • be referred for specialist or second opinion if clinically appropriate
  • have the right to view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential
  • have all relevant medical procedures adequately explained to them


Our Responsibilities to the patient:

Surgery Premises:

Our surgery building will be welcoming, safe and easy for patients to find their way around and appropriate to the needs of users, including the disabled.

Privacy and Confidentiality:

We will respect our patients’ privacy and confidentiality at all times.  Confidentially is of paramount importance within the practice.  All information about patients is confidential.

Practice Leaflet:

All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.

Waiting Times:

  • We will endeavour to answer telephone calls in a timely fashion.
  • Surgeries will normally start on time.
  • Patients will usually be seen within a reasonable time of their appointment. 
  • Where there is likely to be an unduly long delay, we will inform the patients and offer an explanation.
  • When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.


  • We endeavour to offer patients an appointment on the same day.
  • Appointments can also be booked in advance with the doctor or nurse.
  • doctors offer telephone consultations with patients.  If the patient feels they can be dealt with over the telephone, the doctor will call the patient back after morning surgery. 
  • Appointments with practice nurses can be booked up to 3 weeks in advance and we can normally offer appointments within 1 week.

Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will endeavour to make sure that these are clearly explained, by means of waiting room notice board, individual leaflets, by telephone or letter.

Repeat Prescriptions:

Your medication will be reviewed on a regular basis.

Patients can request their repeat prescriptions in various ways, by web site, post, chemist collection service or it can be handed in at the surgery.  Requests take 48 hours (2 working days) to process and can be collected from reception after 4pm. 


Home Visits:

In an emergency or in the case of a patient who is so unwell that they are unable to get to surgery, the doctor will visit the patient in their home, if it is considered to be appropriate to do so.  We ask that requests for home visits are made before 10:30am.

Out of Hours Emergencies:

We will do everything possible to ensure that our system for contacting the out-of-hours services is easy to follow and reliable.


Urgent referrals to other health and social care agencies will be made within one working day of the patients consultation.  Non-urgent referrals will normally be processed within one week of the patient consultation or the doctor's decision to refer.

Test Results:

Patients who have undergone tests or x-rays ordered by the practice are responsible for contacting the surgery to enquire about the results.  Results are normally available after 5 working days and can be obtained by contacting the receptionists between 11am-12pm and 3pm-6pm.

Accessing Medical Records:

Patients have the right to see their medical records, subject to the relevant Acts. The Office Supervisor will assist any patient wishing to have access to their own medical records and a fee may be payable in certain circumstances.  Records are kept confidential and not released to anyone without the patient’s written consent.

Transfer of Medical Records:

Charnwood Surgery will endeavour to dispatch any medical record required by the Health Authority within seven working days and if the request is urgent, they will be dispatched the same day.

Complaints, Compliments, Suggestions:

All complaints will be recorded, and written complaints will be acknowledged within five days of receipt. Charnwood Surgery will respond to all complaints within 28 working days.  We welcome patient suggestions and compliments on the quality and type of services available from within the practice.  

The care that we can provide depends on the partnership between patients and their doctor.  Whilst we will always strive to meet the demands placed on us, there are things that the patient can do that will make our job easier:

Patient Responsibilities:

  • Courtesy to all staff at all times. The practice operates a Zero Tolerance Policy towards violent or aggressive patients. Aggression includes verbal aggression or threatening behaviour.
  • To attend appointments on time or give the practice adequate notice of cancellation.  Someone else could use that appointment!
  • If a doctor is running late we ask that patients are patient and do not blame the receptionist.
  • An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
  • When patients are asked to give 48 hours notice (2 working days) for repeat prescriptions, please give us this time, as it is to allow for accurate prescribing.
  • Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.
  • Patients are requested to keep us informed about changes to personal circumstances and in particular, any change of phone numbers and address.

If patients have any reason to feel that the commitments stated in this Charter are not being met, we need to know.  Any comments, good or bad, can be put in writing and addressed to:

  Kerry Ryan, Practice Manager

  Charnwood Surgery,

  39 Linkfield Road


LE12 7DJ 

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