Charlotte Street Patient’s Charter

What you can expect from us:


We aim:

  • To provide a high quality service at all times, intended to meet the health needs of you and our family, and to treat you with courtesy and respect
  • To offer quickly the most appropriate care given by suitably qualified people who will explain your condition and treatment in an understandable way
  • To provide a non-urgent appointment with a suitable clinician within 10 working days
  • To provide for emergency conditions, a consultation with a suitable clinician on the same day
  • To provide repeat prescriptions, within two working days
  • To provide home visits for those too ill to attend surgery
  • To treat all information and details in the strictest confidence, and to give you access to your health records subject to any limitations of the law

What we expect from you:

  • To attend appointments on time, or to give adequate notice of you have to cancel, as non-attendance is very wasteful
  • To request a home visit only when too ill to attend surgery and not for social convenience. If possible requests should be made by 10a.m. to allow us to plan the day’s work
  • To request an “Out-of-Hours” consultation or visit “A&E” only when truly necessary
  • To treat staff with the courtesy you would expect to receive
  • To try to attend Health Promotion Clinics when invited
  • To request repeat prescriptions well in advance
  • To try to maintain a healthy lifestyle