Your Rights and Responsibilities
We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you. You have a right to, and the practice will try to ensure that:
- You will be treated with courtesy and respect.
- You will be treated as a partner in the care and attention that you receive.
- All aspects of your visit will be dealt with in privacy and confidence.
- You will be seen by a doctor of your choice subject to availability.
- In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call.
- You receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
- You access NHS services and not be refused access on unreasonable grounds.
- You expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
- In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
- You will not be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age.
- You can access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
- You will be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
- You can accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
- You be given information about your proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
- You have privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
- You choose your GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case you will be informed of those reasons.
- You express a preference for using a particular doctor within their GP Practice.
- You make choices about your NHS care and to information to support these choices.
- You are involved in discussions and decisions about your healthcare, and to be given information to enable you to do this.
- You can bring someone with you. However, you may be asked to be seen on your own during the consultation.
- Repeat prescriptions will normally be available for collection within three working days of your request.
- Information about our services on offer will be made available to you by way of posters, notice boards and newsletters.
- You have the right to see your medical records or have a copy subject to certain laws (note that a fee is payable for a copy of your medical records).
- If you require an interpreter, you must advise reception when you book your appointment of your requirements. Interpreters can usually be arranged for non-emergency appointments.
- To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
- To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman.
- To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
- To compensation where they have been harmed by negligent treatment.
With these rights come responsibilities and for patients we would respectfully request that you:
- Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you.
- Please ensure that you order your repeat medication in plenty of time allowing 3 working days.
- Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family.
- Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend.
- Please follow up any test or investigations done for you with the person who has requested the investigation where possible.
- Attend appointments on time and check in with Reception, or if available please use the check-in screen.
- Patients who are late for their appointment may not be seen.
- If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need.
- An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made.
- Patients should make every effort to be present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience.
- Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date.
- Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us.
- Let us have your views. Your ideas and suggestions, whether complimentary or critical, are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.
The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites: