Practice Charter

smiling_patientWe 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:

  • 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 at a one of the doctors surgeries if your problem is urgent
  • You will be seen by your own doctor whenever possible
  • You will be informed if there will be a delay of more than 20 minutes for your appointment
  • You will be referred to a NHS consultant when your GP thinks it necessary after a consolation at the doctors surgery in Scarborough or Cloughton
  • 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 suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

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 night visits should be for emergencies only.
  • Please cancel your appointment if you are unable to attend
  • 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, be pleased to hear when you feel praise is due as well


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