Practice Charter & Patient Charter
These are local standards set within this practice for the benefit of our patients.
Out of Hours Emergencies
We will do everything possible to make sure our system for contacting the duty doctor is easy to follow, reliable and effective.
Waiting Times
- Surgeries will normally start on time.
- We expect patients to be seen within 20 minutes of their appointment time, and in the event of a delay we will offer an explanation
- When a doctor is called away on an emergency, we will let patients know and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.
With these rights come responsibilities.
Your Responsibilities to us.
- Always showing courtesy to the staff – remember they are working under doctors’ orders.
- Responding in a positive way to questions asked by reception staff.
- Attending appointments on time or giving the practice a fair amount of 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 for medical reasons only and not for ease or 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.
Surgery Premises
Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.
Patients’ Rights to General Medical Services
Patients have the right to:
- Be registered with a General Practitioner (GP)
- Change their GP if desire
- Be offered a health check on joining the practice
- Receive urgent care at any time from the practice
- Receive appropriate drugs and medicines
- Be referred for specialist or second opinion if they and their GP agree
- View their medical records, subject to the Acts and associated procedure, and to know all NHS employees are legally obliged to keep the contents of their records confidential.
Changes to Procedures
When changes are introduced to practice procedures that affect patients, we will make sure these are clearly explained using leaflets, waiting room noticeboards, giving as much notice as possible.
Repeat Prescriptions
To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.
Test Results
When a doctor or nurse arranges for a test to be taken, the patient will be told how to obtain the result.
Transfer of Medical Records
The Practice will do their best to dispatch medical records required by the Health Authority within seven working days, or on the same day if the request is urgent.
* We will respect patients’ privacy, dignity and confidentiality at all times *
Appointments
With a Doctor: For routine consultations, we will do our best to offer patients an appointment within two working days of the request. For medically urgent requests, we will offer an appointment on the same day.
With a Practice Nurse: For routine appointments, we will offer an appointment within five working days. If there is a delay in the appointment wait (when you arrive) of more than 20 minutes, we will let you know. We are happy to update you on any delay situation if you feel that you have been waiting too long.
Home Visits: We are unable to guarantee a specific doctor will visit you, as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.
Our Responsibilities to you.
As a patient of London Fields Medical Centre, you can expect the following standards of care and service:
- Respect and Courtesy: You will be greeted in a friendly and welcoming manner and treated with dignity and respect by all members of the practice team.
- Premises: Our facilities are clean, comfortable, and accessible, with provisions for children.
- Confidentiality: All staff employed by the practice will maintain patient confidentiality at all times.
- Access to Care:
Ø Patients with urgent problems will be seen on the same day.
Ø A Duty Doctor is always available to deal with emergencies promptly.
- Prescriptions: Repeat prescription requests will normally be ready for collection within three working days.
- Referrals:
Ø Urgent referral letters will be sent within 24 hours of the decision.
Ø Routine referral letters will usually be sent within five working days.
- Health Promotion: You will be offered advice on maintaining good health, illness prevention, and self-care for minor conditions.
- Complaints: All complaints will be handled through our in-house complaints’ procedure, details of which are available upon request.
The Patient Charter – June 2025
This charter outlines what you can expect from your GP practice and how you can work with us to make the most of NHS services.
Further details can be accessed through the NHS website or by contacting the practice directly.