Patient Charter

The Patient Charter

We’re committed to providing you with high quality medical care in a friendly and accessible way. This Charter sets out your rights and standards you can expect from your GP and the NHS. We aim to comply with these standards but if you’re unhappy with the service received, please let us know.


We believe high quality medical care includes the following:

  • You will be treated as an individual and will be given courtesy and respect at all times
  • We will maintain strict confidentiality at all times and ensure all staff adhere to data protection guidelines
  • Great Staughton Surgery is committed to safeguarding and promoting the welfare of children, young people and adults
  • You will receive the most appropriate care from suitably qualified staff who will give an explanation of any proposed treatment
  • We will also provide useful and effective health promotion and screening
  • A non-urgent appointment to see an unspecified Doctor will usually be arranged within a week, requests to see specific doctors can be arranged but may take longer
  • If you require an urgent appointment we guarantee that you can be seen at the next surgery session
  • We aim to see you within 20 minutes of your appointment time, you are entitled to an explanation if we cannot do this
  • We will arrange a home visit if appropriate
  • You will have access to a Doctor rapidly in an emergency
  • Your repeat prescription will be available no later than three full working days from the time of your request unless there is a problem beyond our control, in which case you will receive a full explanation of any delay
  • If you are receiving repeat prescriptions you can expect your medication to be reviewed regularly
  • If you have undergone tests or x-rays ordered by the practice, we advise you of the result by telephone, text or email.
  • We will try to answer the telephone promptly and if appropriate advise you when a Doctor will call you.
  • You have the right to see your health records, including computer records, subject to any limitations within the Law. Records can be accessed by a written request to the Practice Managers.

Patients can help us to achieve high quality medical care in a number of ways, please:

  • Treat the doctors and staff with courtesy and respect.
  • We aim to provide a caring and safe environment for our staff and patients. Violent or abusive patients will not be tolerated and will be removed from our patient list.
  • Please use an appointment for one person only. If another family member needs to be seen or discussed, another appointment should be made. This helps us run to time and saves others waiting.
  • Please cancel an appointment if you no longer need it; someone else may be able to use it
  • Call the out of hours NHS 111 service if you have a medical emergency when the surgery is closed.
  • Call the surgery as early as possible if you require a Doctor’s visit at home to treat your medical emergency.
  • Be considerate with telephoning the Surgery, and if possible, avoid calling about non-urgent matters during peak times.
  • Please return any equipment loaned to you from the surgery when you no longer require it, as other patients may need it.
  • Let us have your updated contact information if you change your address, mobile or email details.
  • Let us know if you care for a family member or have a carer – we will record details of carers, next-of-kin and mobile / email details for emergency contact.
  • Please tell us if you have suggestions on improvements we can make to the services we offer.