For the first time in the history of the NHS, the constitution brings together in one place details of what staff, patients and the public can expect from the National Health Service. It also explains what you can do to help support the NHS, help it work effectively, and help ensure that its resources are used responsibly.
The Constitution sets out your rights as an NHS patient. These rights cover how patients access health services, the quality of care you’ll receive, the treatments and programmes available to you, confidentiality, information and your right to complain if things go wrong.
Rights and pledges
One of the primary aims of the Constitution is to set out clearly what patients, the public and staff can expect from the NHS and what the NHS expects from them in return.
For more information on the NHS Constitution please click on the link below:
Patient Charter (Patient rights and responsibilities):
This practice has an equal opportunities policy. It is our policy not to be judgmental regarding the lifestyle or sexual orientation of our patients. We are happy to help patients from all groups of society and will try to give the best care to everyone equally.
Violent or abusive behaviour to any member of the practice (GP, nurse or staff) or to anyone else on the practice premises will not be tolerated, and patients behaving in such a manner will be required to register at another practice.
Our commitment to you and what we ask in return
- We will give you full information on how to contact us, what we can offer you and the names of our practice staff.
- We are committed to the highest levels of confidentiality. Arrangements can be made to speak privately to doctors or staff.
- If you can, please indicate the nature and urgency of your problem so we can help you as efficiently as possible.
- We aim to answer the telephone promptly and to ensure that there is sufficient staff available to do this.
Please appreciate that there may be occasions when other patients’ needs are being attended to at the reception desk.
We will try to offer you:
An appointment with your own doctor (except when he or she is away) or the practice nurse within 3 working days, whenever possible.
An appointment with any doctor within 2 working days.
A consultation (not necessarily a booked appointment) within one day if you feel it is medically urgent.
- Please keep your appointment and arrive on time. If you are late other patients could be inconvenienced and we may ask you to rebook another time.
- Please cancel (as early as possible) any appointment you are unable to keep so that the time can be re-allocated to another patient.
- Patients will normally be seen within 20 minutes of their appointment time. Where the delay is unavoidable we will keep you informed.
- Appointments are normally for 10 minutes. Some consultations take longer so delays can occur. If you feel you will need longer, please indicate this when your appointment is made.
- Arrangements will be made to respond promptly to emergencies at all times.
- Please remember that we are dependent on your making it clear that the problem is very urgent. Outside surgery hours Badger provides an out-of-hours service.
- We will visit you at home if you are housebound or if notified by a clinical healthcare professional that you require a home visit.
- Home visits require traveling time which can reduce time spent with patients.
- Please telephone before 10.30 a.m. (allowing Duty GP to assess requirement and allocate to an appropriate clinical staff member).
- Repeat prescriptions will normally be available within two working days of receiving a request.
- Please allow sufficient time in case of delays. Please allow a week for postal requests (and enclose a stamped addressed envelope).
- We welcome constructive comments and suggestions and will respond to complaints quickly and efficiently.
Please ask for the leaflet explaining our complaints procedure.
We aim to give the best possible service to our patients.
Please remember this is your practice as well as ours, and work with us to achieve this aim.
We will be courteous to our patients.
Please be polite and courteous to all members of the practice.
We will not tolerate bad behaviour towards our staff or anybody else in the Centre for Health as per our Zero Tolerance Policy.
Our Responsibilities to you:
- We will endeavour to treat you with courtesy, respect, and sensitivity at all times. Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin, religious and cultural beliefs, gender, social class, disability or age.
- We strive to maintain the highest standards of medical practice at all times. The doctors and health professionals concerned maintain these standards through continuing audit of your care and through professional learning.