Patient Charter

All members of the Queen Edith Medical Practice are dedicated to providing a quality of service which fully meets the patient's requirements. In particular:

  • All patients have the right to be greeted courteously and dealt with efficiently
  • All patients have the right to absolute confidentiality
  • Doctors and nurses will begin surgeries at the appointed time; any delays will be due to medical necessity. Where there is a delay in excess of 30 minutes patients have the right to be informed and to make an alternative appointment 
  • All patients have the right to information about their own health
  • Patients may have access to their own medical records on written request but subject to any limitation in the law
  • The practice will offer advice and seek to inform patients of steps they can take to promote good health
  • The practice will inform patients of services available by means of a practice booklet, notice board and leaflets
  • Patients with urgent medical conditions will be given priority, even when this may cause delay to booked appointments
  • Patients may choose whether or not to take part in research or training
  • Patients shall be referred to a consultant when their GP thinks it necessary
  • The practice has an NHS approved in-house complaints procedure; details are available from reception
  • Subject to availability of appointments, patients should be able to make appointments with the doctor of their choice except when that doctor is on study leave or holiday leave. Patients making urgent same day appointments may not be able to see the doctor of their choice
  • We are always seeking to enhance our service and welcome suggestions for improvements which should be passed on to the practice manager. After consideration a response will be made to all correspondents.

With these rights come responsibilities and we would ask our patients to respect the following points:

  • Courtesy to the staff at all times - please remember they are working to doctors' instructions.
  • Please try to attend appointments on time or give adequate notice that you wish to cancel - being late or failing to attend inconveniences other patients and wastes appointment time.
  • An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and that patient's notes will be available.
  • Patients should make every effort to consult at the surgery to make the best use of nursing and medical time. Home visits should be medically justifiable, not requested for social convenience.

Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.