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Practice Charter

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim. The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other's needs and co-operation between us.

Our Responsibility To You:

  • All new patients will receive a copy of our practice booklet and copies will be displayed at the reception desk.
  • You will be greeted courteously.
  • You have a right to confidentiality.
  • You have the right to see your medical records, subject to the limitations of the law.
  • You will be seen the same day if your problem is urgent.
  • You will be seen by one of our doctors/clinicians within two working days for non-urgent problems. However, to see a doctor or Clinician of your choice could take longer.
  • You will be informed if there will be a delay of more than 20 minutes for your appointment.
  • You will be informed when a doctor is called away on an emergency and be given the opportunity to book an alternative appointment or, if preferred, be seen by another doctor.
  • You will be referred to a consultant when your GP thinks it necessary. Urgent referrals to other health and social care agencies will be made within one working day of your consultation.
  • We will normally process non-urgent referrals within five working days of your consultation or the doctor's decision to refer.
  • You have the right to receive appropriate drugs and medication.
  • You will be given the result of any test or investigation on request or at your next appointment.
  • Your repeat prescription will be ready for collection within 48 hours of your request.
  • Your personal health information is used by us to ensure that you receive the best possible care, and that those involved in your care have accurate and up-to-date information to help them provide the best possible care for you.
  • Your suggestions and comments about the services offered will be considered sympathetically.
  • Any complaint will be acknowledged in writing within two working days and a response will be made within 10 working days.

Your Responsibility To Us:

  • Please treat all surgery staff with the same respect - we are all just doing our job.
  • Do not ask for information about anyone other than yourself.
  • Tell us of any change of name or address, so that our records are accurate.
  • Only request an urgent appointment if appropriate. Home visits should only be requested if you are really too ill to attend surgery, and out-of-hours visits (ie evenings and weekends) should be for emergencies only.
  • Please cancel your appointment if you are unable to attend.
  • An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.
  • Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency.
  • Please allow sufficient time for your consultant's letter or the results of any tests to reach us.
  • You will be advised of the usual length of time to wait.
  • Use the tear-off slip to request your repeat prescription whenever possible. Please attend for review, when asked, before your next prescription is due.
  • Do let us know whenever you feel we have not met our responsibility to you.
  • We would, of course, also be pleased to hear when you feel praise is due!
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Birch Tree Wellbeing