Carrington House Surgery News

Practice Charter


Mission Statement

Our mission is to build on traditions to develop a sustainable practice business model that provides high quality health care from a patient centred, friendly & dynamic team.

 We will aim for

  • a broad range of patient services 
  • good access to the clinical staff you need at convenient  times
  • committed, friendly and helpful staff
  • high standards of equipment, premises, and administration.

 We will value

  • excellence in clinical quality, patient services, and our premises
  • being available to all who need us
  • openness and honesty in all our dealings
  • flexibility and innovation in a changing NHS.

We aim to provide the best possible service to our patients and hope you feel we achieve that aim.

The care of your health is a partnership between yourself and the Primary Healthcare Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our responsibility to you

  • You will be treated with respect and courtesy
  • You have the right to confidentiality, all data held is protected and governed by the Data Protection Act.
  • You have the right to see your medical records subject to the limitations of the law.
  • You will be seen on the same day if your problem is urgent.
  • You will be seen by your preferred doctor whenever possible.
  • You will be informed if there will be a significant delay to your appointment.
  • You will be referred to a consultant if you GP thinks it medically necessary.
  • You will be given the result of any test or investigation on you r request.
  • Your repeat prescription will be ready within 48 hours of request.
  • Your suggestions and comments about the services offered will be considered sympathetically.
  • Any complaint raised will be dealt with quickly and fully, in line with the current complaints procedure.

But please also remember………

Your responsibility to us:

  • Please treat all surgery staff with the same respect – we work in a complex and demanding environment.
  • Abusive or violent patients will be removed from the practice list.
  • Do not ask for information about anyone other than yourself
  • Tell us of any change to personal details so that our records are kept up to date.
  • Only request urgent appointments if appropriate.
  • Home visits should only be requested if you are really too ill to attend the surgery.
  • Please cancel your appointment if you are unable to attend.
  • Please be punctual but be prepared to wait if your own consultation is delayed by an unexpected emergency.
  • Please allow sufficient time for results to reach us but let us know if you are anxious and we will chase them for you.
  • Please attend for reviews when asked as overdue reviews will prevent repeat prescriptions being issued.
  • Do let us know whenever you feel we have not met our responsibility to you as we endeavour to provide the best possible service.
  • We would of course be delighted to hear when you feel praise is due to either the team or a particular individual.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website