Patient Charter

This contract supports a collaborative relationship between the patient and the GP practice under NHS England guidance.

It clarifies responsibilities regarding appointments, prescribing, communication, behaviour, and continuity of care within a modern NHS primary care setting.

Our Responsibilities

Clinical Care

The practice agrees to:

• Provide NHS general medical services in line with NHS England standards.
• Offer evidence-based advice, diagnosis, treatment, and referrals.
• Maintain accurate, secure, and confidential medical records per GDPR and NHS guidelines.
• Provide urgent same-day care when clinically necessary.

Appointments & Access

The practice will:

• Offer appointments through a mix of methods (face-to-face, telephone, online triage depending on clinical need. Patients are able to access any of these services via our website, telephone system or coming into the practice to speak with a member of the reception team.
• Provide home visits for patients who are genuinely housebound (as assessed by clinical staff).

Prescribing

We will:

• Prescribe according to NICE guidance and NHS England prescribing policies.
• Conduct regular reviews for long-term or high-risk medications.
• Require in-person or telephone reviews before repeat prescriptions where needed.
• Follow local guidelines for antibiotics, controlled drugs, and medicines not routinely funded.

Continuity of Care

• The practice will offer a named accountable GP, though patients may see other clinicians depending on availability.

Communication

• Provide clear explanations of diagnoses, treatment options, risks, and alternatives.
• Communicate results in a timely manner.
• Inform patients of changes in services or policies.

Patient Responsibilities

Providing Accurate Information

The patient agrees to:

• Provide complete, truthful information about medical history, medications, allergies, and symptoms.
• Update the practice about any changes of address or contact details.
• Inform the GP of hospital admissions, emergency care, or significant health events.

Appointments

• Use the practice booking system responsibly (online, phone, or in person).
• Attend scheduled appointments or give at least 24 hours’ notice when possible.

Use of NHS Services

• Use urgent and emergency NHS services appropriately (e.g., 999 for emergencies, NHS 111 for urgent advice).
• Only attend A&E departments whilst the practice is open if there is a life threatening emergency
• Request home visits only if medically necessary and not for convenience.

Medication Use

The patient agrees to:

• Take medicines as prescribed.
• Only request repeat prescriptions through the approved method (NHS app, website, or pharmacy).
• Attend medication reviews or monitoring tests when required.

Behaviour and Respect

The patient must:

• Treat all practice staff with dignity and respect.
• Use polite and appropriate language.
• Understand that physical or verbal abuse, harassment, or threats may result in removal from the practice list under NHS England regulations.

Controlled Drugs & High-Risk Medication

If the patient is prescribed controlled substances (e.g., opioids, benzodiazepines, stimulants), they agree to:

• Use a single GP practice and pharmacy for these medications.
• Attend scheduled reviews and monitoring appointments.
• Not seek early refills or duplicate prescriptions from other providers.
• Comply with safe storage and non-sharing requirements.
• Undergo medication reviews or urine drug screens if clinically indicated.

Breaches may result in changes to prescribing or referral to specialist services.

Digital & Remote Care

The patient understands that:

• The practice may use telephone, online triage, video consultations, or SMS.
• Digital triage may be used to prioritise clinical urgency.
• Remote appointments may require follow-up in person.

Access to Records

Patients have the right to:

• View their medical records through the NHS App or upon request.
• Request corrections if information is inaccurate.
• Obtain copies of records following proper GDPR procedures.

Ending the GP–Patient Relationship

The practice may request removal of a patient from the list (with written notice) if:

• There is repeated abusive, threatening, or violent behaviour.
• There is persistent non-engagement with required clinical monitoring.
• There is deliberate deception related to medication or identity.
• The patient moves outside the practice boundary.