Your Rights and Responsibilites

Thorpewood Medical Group Philosophy

Our aims are to offer the highest standard of health care and advice to our patients, within the resources available to us.

We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.

We are dedicated to ensure that Practice staff and Doctors are training to the highest level and to provide a simulating and rewarding environment, in which to work.

 Our Practice Charter

  • You will be treated with courtesy and respect by all practice personnel and receive treatment on the basis of clinic need.
  • To be able to have a friend or relative with you at consultations.
  • To have active involvement with the development of your care plan.
  • An on the day appointment with a Doctor or Nurse Practitioner will be available on the same day, if capacity allows.
  • Routine appointments are available up to four weeks in advance.
  • Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this, please ask the receptionist for an explanation.
  • We aim to answer the telephone within six rings. During busy times, you may be asked to hold in the queuing system.
  • We aim to offer an appointment with a Practice Nurse, within seven days.
  • Requests for repeat prescriptions will be dealt with within 48 hours, excluding weekends.
  • All suggestions and comments about the service are welcome. Any concerns will be dealt with in a professional and efficient manner.
  • We will try to make Thorpewood Medical Group as accessible as possible. If you have hearing, visual or physical difficulties, please notify a receptionist know so that we can enable you to fully use our services.

Patient’s Responsibilities

  • If you are unable to attend for an appointment, please let us know, so we can offer it to someone else.
  • If you are late for your appointment, you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
  • A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please contact the surgery before 11:00 if possible.
  • A same day appointment is for an urgent medical problem. You will be asked by the receptionist the reason for a same day appointment. Please let us know if you require a sick note.
  • We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies, please ask for an explanation from the receptionist. Notification of significant delays are placed on the television screens.
  • Request a separate appointment for each patient that needs to be seen. This allows the Doctor enough time, to treat each patient with the time that they deserve. If you wish to talk to the Doctor about more than one problem, please request a double appointment.
  • To tell staff if you are uncertain or do not understand any aspect of your care.
  • Please act in a responsible and courteous manner whilst on the Practice premises, for the safety and comfort of others.
  • Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. The practice has a zero tolerance policy with regard to violence or verbal harassment, which will not be tolerated or accepted and patients may be asked to register at another surgery if this behaviour occurs.
  • To inform the practice of any changes to name and/or contact details.