Patient Charter, Complaints, Contact Details & Map

Practice Charter (Updated August 2021)

At our surgery we aim to provide our patients with the best quality care available. Our charter is a statement of what you can expect from this practice and what we feel we can expect in return from you.

All patients will be treated equally. We do not discriminate on the grounds of gender, gender identity, race, disability, sexual orientation, religion or age.

Our premises will be clean and comfortable and have facilities for the disabled

All patients will be greeted in a friendly manner and be treated with courtesy by everyone in the practice

Strictest confidentiality should be expected

Patients will be offered advice about how to stay healthy and avoid illness

New patients registering with the practice will be offered a health check

Patients will be referred to a specialist when the doctor feels this is necessary

Complaints will be dealt with by our complaints manager who will refer complaints to the doctors where appropriate

We Aim

To offer patients a consultation with a healthcare professional within 24 hours during the working week. Due to the current coronavirus pandemic this will be mainly delivered by the telephone or video consultations.

To see all patients with genuine urgent problems as soon as possible.

To provide appointments in the afternoon for patients. Although patients should understand that for routine appointments there may be a wait of several days or weeks.

Policy On Patients' Rights

In relation to primary care, patients have certain rights.

A Patient

Has the right to be on a practice list

Has a right to have a consultation with a clinician (this depends on availability and does not need to be their named GP) at the surgery. Nurses can manage many of the conditions previously managed by GP's and are the first port of call for many patients. If a nurse cannot manage the condition they will discuss this with their supervising clinician.

Should have access to a telephone number where a signposting service can be reached 24 hours a day, every day of the year. This should preferably be a home telephone number.

Should have a home visit if the patient lives within the practice boundary, if considered necessary by the GP.

If temporarily away from home must receive treatment if it is considered to be required immediately, though the GP is not bound to accept them as a temporary resident.

Should be prepared to wait for an appointment. Routine appointments may need a wait of more than 15 days depending on the demands on the service.

Has the right to change practice, by applying to another practice. No reason is required

Is entitled to a chaperone during examinations

Is not bound legally to accept treatment. However, a doctor can give essential treatment if the patient is temporarily incapable of understanding or consenting to treatment as per the Adults with Incapacity Act

May refuse to be examined when a medical student or other trainee is present

Is entitled to a full and truthful answer to questions unless the answers would result in anxiety, which may injure the person’s health

Has the right to complain about their GP if he has not followed his terms of service or behaves in an unprofessional or unethical way. The patient should then be kept informed about how the complaint is being dealt with and told of the outcome

Has the right to see medical reports requested by insurance companies or employers before they are forwarded. However, a GP may withhold them if access may cause harm to the patient or if they contain information regarding a third party

Has the right to confidentiality

With These Rights Come Responsibilities

We ask that patients attend their appointments at the arranged time. If they cannot attend they will inform the surgery immediately

We expect that patients will understand that appointments are for one person only. Additional appointments will be made if more than one person needs to be seen

Patients are responsible for their own health and the health of their children and should co-operate with the practice in endeavouring to keep themselves healthy

We ask that requests for help or advice for non-urgent matters be made during surgery hours

Home visits should only be requested for patients who are seriously ill and live within the practice boundary. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery

Patients should understand that home visits are made at the doctor’s discretion

Many problems can be solved by advice alone, therefore patients should not always expect a prescription at every consultation

We ask that patients treat the doctors and staff with courtesy and respect.

Patients must inform the practice staff of any alterations in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory

We ask users of the service to be patient, to expect a waiting time in our morning surgeries and to be prepared to wait several days for a routine appointment. This allows us to prioritise care for those who are most in need of medical attention.

We ask our patients to understand the rise in demand for general practice services and understand the difficulties in recruitment that can lead to pressures on our service and longer waiting time for emergency and routine appointments.


We welcome comments on the services provided. These should be directed to one of the partners or to the practice manager, Ms Paulina Janczura.


To get in touch, please use one of the following options:

General Enquiries:

Tel: 01733 551988

Fax: 01733 707702


Complaints / Compliments - Practice Manager

Urgent or medical queries CANNOT be handled via email. If you have a query of this nature you must ring the practice or come into the practice.

Email messages are checked only once a day and will be forwarded on to the appropriate staff member for response. This may cause a delay in response and we appreciate your patience.

Postal address:

Thistlemoor Medical Centre

6-10 Thistlemoor Medical Centre

New England



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