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Monday, 18 February 2019
Patients' Charter

As a patient of the practice you have a right to:-

  • be treated as an individual, with courtesy, respect and dignity at all times
  • be given the names of people involved in your care be offered a health check appointment on registering with the practice
  • be seen, under normal circumstances, within 30 minutes of appointment or be given the reason for delay and have the right to make another appointment
  • be seen without an appointment when warranted by a condition that you feel needs to be dealt with that day – such occasions may result in waiting times exceeding 30 minutes
  • receive advice on action you can take to promote good health
  • be given appropriate care by suitably qualified people.  No care or treatment will be given without your informed consent
  • be referred to a consultant acceptable to you when your doctor feels such a course of action necessary and be seen within charter time limits
  • choose whether or not to take part in medical research
  • receive medical advice over the telephone
  • have access to your health records subject to any limitations in the law
  • have access to suitably qualified clinical personnel at all times for emergencies
  • expect a complaint to be treated in accordance with Health Service guidelines and to receive a leaflet describing the process
  • receive a copy of the practice booklet, from reception, which will give you details of all practice services etc that are available to you
  • to telephone the surgery prior to attending for urgent treatment for which you do not have an appointment
  • to attend the surgery instead of requesting a home visit, when at all possible, to gain benefit from facilities available.  Home visits will normally be made only in true emergency situations, where for medical reasons the patient is unable to attend surgery.  Please note that under current NHS regulations should the doctor consider that the most clinically appropriate place for assessment is at the surgery or our out of hours centre then a home visit will not be made
  • to be on time for appointments or let us know as soon as possible if you cannot attend
  • to treat the staff with courtesy and understanding
  • to use the out of hours (Primecare) emergency services appropriately


We are committed to giving you the best possible service.

  • Names - People involved in your care will give you their names and ensure that you know how to contact them.  The surgery should be well signposted and the doctors’ or practice nurses’ names are indicated on the patient display system.
  • Waiting Time - We run an appointment system in this practice.  You will be given a time at which the doctor or nurse hopes to see you.
  • Telephone - We will try to answer the telephone promptly and ensure there is sufficient staff available to do this.
  • Test Results - If you have undergone tests or x-rays ordered by the practice, you will be advised to contact the surgery between 7 and 10 days after the test.
  • Respect - Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious or cultural beliefs.
  • Information - We will give you full information about the services we offer.  Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
  • Health Promotion - The practice will offer patients advice and information on:-
  • Steps they can take to promote good health and avoid illness.
  • Self-help which can be undertaken without reference to a doctor in the case of minor ailments.
  • Health Records - You have the right to see your health records, subject to limitations in the law.  These will be kept confidential at all times.


Help us to help you.

  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments.  Tell us as soon as possible if you cannot.  Otherwise, other patients may have to wait longer.
  • We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.
  • Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
  • Test results take time to reach us, so please do not ring before you have been asked to do so.  Enquiries about tests ordered by the hospital should be directed to the hospital not the practice.
  • We ask that you treat the doctors and practice staff with courtesy and respect.
  • Please read this practice booklet.  This will help you to get the best out of the services we offer.  It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
  • Remember, you are responsible for your own health and the health of your children.  We will give you our professional help and advice.  Please act upon it.
  • Please ask if you wish to see your doctor.
Copyright © 2009 Parklane-Surgery.co.uk, all rights reserved.
Created and Hosted by RM Web Design

This site is run by the staff in the practice as a free service. We endeavour to keep it as up to date and accurate as possible and welcome any suggestions you can make for improvements. The website is not connected with the practice computer system and there is no confidential information contained on it.

We cannot accept any responsibility for patients who are not registered with us. We work hard to maintain this website but cannot guarantee that it is free of errors. This is particularly important to remember when looking at links to other web pages, which may contain information that we cannot verify.

Most importantly, none of the information provided is intended to replace advice given by a doctor to a patient about their healthcare. If any advice on this service conflicts with advice personally given by your doctor we ask you to contact your doctor before making any changes.

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