Practice Charter

If you feel that you need to see a GP today, we will ensure that you are able to discuss your concerns with a Clinician today.

Responsibilities Of Medical And Administrative Staff

The practice:

  • Provides a warm, comfortable atmosphere for you and a play area for the children
  • Offers car parking space for ease of access
  • Provides space for wheelchairs and pushchairs
  • Offers access for disabled persons, including suitable toilet facility
  • Will be open between 8.00am and 6.30pm with staff available to help you
  • Ensures that the doctors can be contacted by staff within this time, should an emergency arise
  • Arranges for most consultations with the doctor to be by appointment
  • Ensures that appropriate treatment and advice are given for your condition
  • Guarantees patients with urgent problems a consultation the same day. (If you are seen as an emergency patient, you will be seen as quickly as possible though you will have to be prepared to wait your turn as a queuing system operates.)
  • Ensures that literature on a wide variety of health and social matters is usually available
  • Assures you that all information about you is held in strictest confidence and that confidentiality will be maintained at all times
  • Provides for repeat prescriptions to be available with 48 hours’ notice
  • Ensures that nurses taking smear tests are fully trained. The results of smears are available by telephone
  • Provides a free health check when you first register with us and also if you are aged between 16 and 74 and have not seen a doctor over the past three years
  • Provides a practice booklet, detailing services offered at the practice. This gives details of the appointments telephone number (01455 635362), the emergency line (01455 634367), and out-of-hours telephone number 111 (NHS 111).
  • Ensures that telephone calls you make to the emergency line outside normal surgery hours, including weekends, will be given a message on how to obtain emergency attention.
  • Gives telephone access to your doctor at appropriate times
  • Welcomes comments on the services provided. Any complaints will be dealt with promptly by our Patient services manager or practice manager who deal with the in-house complaints procedure

Responsibilities Of Patients

As a patient you can help us to continue the smooth running of the practice and provide you with the best possible service. Please:

  • To order your own medication either online, by post or come into the surgery, we aim to process your prescription within 2 working days.
  • Inform us of change of address or telephone numbers promptly to ensure that any correspondence will reach you and that doctors have up-to-date details when visiting
  • Should you be unable to keep your appointment let us know as soon as possible as unused appointments are quickly filled by sick patients needing urgent attention
  • Only request an urgent consultation if your illness requires urgent treatment
  • Only request a home visit if your condition prevents you from travelling to the surgery. Home visits require a large amount of the doctor's time. Minor illness is better treated at the surgery as most of the equipment is located there. Also, seriously sick patients cannot be seen urgently if there is a large number of home visits
  • Request home visits by 10.00am by ringing 635362. Visits requested after this time may be delayed if a large number of house visit requests have already been received by the doctors. You may not necessarily see the doctor of your choice. Only request urgent home visits or night visits if you feel your problem cannot wait until the next day
  • Treat our staff and other patients courteously. The practice reserves the right to cancel the registration of any patient who is violent or abusive towards our staff.

West Leicestershire Clinical Commissioning Group

Our practice is included in this group whose contact details are:

West Leicestershire Clinical Commissioning Group
55 Woodgate
LE11 2TZ
Tel: 01509 567700

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