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Cancer Matters Wessex

Patient Charter

All members of our primary health care team are dedicated to a quality policy to achieve health services that meet our patient’s requirements.

Surgery Premises

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including patients with disabilities.

Patients’ rights to Medical Services

Patients have the rights to:

  • be registered with a General Practitioner
  • change doctor if desired
  • receive emergency care at any time from the practice
  • receive appropriate drugs and medicines
  • be referred for specialist or second opinion if they and the GP agrees
  • have the right to view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential.

Accessing Medical Records

  • The practice will assist any patients wishing to have access to their own medical record, subject to the relevant Acts.
  • The patient’s doctor will be available to explain medical terminology within the legal timescales.

Comments, Suggestions & Complaints

  • The practice manager is responsible for handling comments, suggestions and complaints about any service provided by the practice.
  • All constructive comments and suggestions will be considered by the practice

Repeat Prescriptions

The procedure for obtaining repeat prescriptions will be explained in our Practice Leaflet. Prescriptions will be available from the reception desk – 48 hours notice (two working days) for a repeat prescription is required.


  • Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation
  • We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.

Test Results

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result

Transfer of Medical Records

The Practice will endeavour to dispatch any medical record required by the Health Board within seven working days and same day if the request is urgent.

Privacy and Confidentiality

We will respect our patients’ privacy and confidentiality at all times.


You can expect to be given an appointment to see a doctor or nurse on the day of request if you have an urgent problem; in this case there is no guarantee as to which doctor you can see.

You can be informed of any delay, eg. if a surgery is running late by asking a receptionist.

You will have the opportunity to consult another doctor, or be offered another appointment if preferred, if the doctor you have booked to see has to deal with an emergency, or is unavailable due to unforeseen circumstances.

If the doctor you wish to consult is not available on the day of your choice, then you will be offered an appointment with another doctor if available, or an alternative appointment with your chosen doctor.

Home Visits

The practice policy for home visits is explained in the practice leaflet and on our website.

Out of Hours Emergencies

We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.

With these rights come responsibilities and for the patients this means:

  • Courtesy to the staff at all times – remember they are working under doctors’ orders.
  • To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
  • 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 the Medical Record be made available.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
  • When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.
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