We formulated our Charter after discussion with Patient representatives.  You will see that we practice in co-operation with patients, sharing their health care with them.

• You can expect to be greeted in a friendly, welcoming manner and be treated with courtesy by everyone in the practice.
• The doctors aim to see patients within 20 minutes of their appointment time.  Where there is a delay you will be told by the receptionist.
• You can expect repeat prescriptions to be ready for collection in 48 hours during the week.
• You have the right to information and are encouraged to ask questions.
• You can expect advice about self help for minor illnesses.
• You can expect to be offered appropriate advice about how to stay well and avoid illness.
• You can expect to be kept in touch with practice developments through notices, newsletters or bulletin boards.
• You can expect confidentiality to be maintained at all times.
• You are entitled to complain to the Practice Manager about our service.

• You have a responsibility to be courteous to all members of the practice team.
• When you have been given an appointment you are responsible for keeping it or giving reasonable notice that you wish to cancel the appointment so that it can be made available to someone else.
• You have a responsibility to be on time for appointments.
• It is your responsibility to make more than one appointment if more than one patient needs to be seen when you come to the surgery.
• Ultimately, you are responsible for your own health and should work with us to keep yourself healthy and avoid illness.

Problems are best sorted out quickly within the practice.  Your complaint can help others by action being taken.  We welcome the opportunity to benefit from your experiences.

You may either have an interview or a written response within 10 days.
The Practice Manager can inform you of your rights of complaint to West, East & North Hertfordshire & Stevenage Primary Care Trust. If you feel it more appropriate, then you may write to the Senior Partner.