Patient Charter

Patient Charter

Your Rights, Our Responsibilities, and How We Work Together


Our Mission

We are committed to empowering our community through compassionate, personalised healthcare. Our practice fosters trust and promotes wellbeing by delivering high-quality medical services with integrity, accessibility, and a patient-centred approach.

 

šŸ”· What You Can Expect from Us

We will aim to:

āœ… Provide Safe, High-Quality Care

  • Deliver care in a safe, professional, and confidential environment.
  • Follow national clinical and safeguarding standards.
  • Involve you in decisions about your treatment and care options.

šŸŒ Ensure Accessible, Modern Digital Services

  • Offer anĀ online consultation system, available during core hours (8amā€“6:30pm), for non-urgent requests, medication queries, and admin support.
  • AllowĀ online appointment booking, prescription requests, and access to your medical record.
  • Enable secureĀ two-way messaging, where appropriate, for communication with the practice.
  • UseĀ GP ConnectĀ to share information safely and securely with authorised NHS services, such as pharmacies or hospitals.
  • ProvideĀ video consultationsĀ where clinically appropriate.

šŸ“ž Offer Clear and Timely Communication

  • Answer calls promptly and ensure information is available on our website and NHS profile.
  • Keep you informed about services, waiting times, and any changes to your care.
  • Explain treatments clearly and support you to make informed decisions.

šŸ•“ Respond Promptly

  • Process all online consultation requests in a timely manner, usually withinĀ two working days.
  • OfferĀ urgentĀ same-day assessment if clinically required.
  • Offer non-urgent appointments we aim to be withinĀ two weeksĀ or provide alternative appropriate care.

šŸ¤ Treat You with Dignity and Respect

  • Welcome you without discrimination.
  • Respect your rights, privacy, and preferences always.
  • Actively seek and act upon your feedback.

šŸ”· What We Ask of You

Please:

šŸ‘‚ Be Involved and Informed

  • Share accurate and complete information about your health and care history.
  • Ask questions if you donā€™t understand something and be open about your concerns.

šŸ“† Use Services Responsibly

  • Attend booked appointments or cancel them in advance if theyā€™re no longer needed.
  • Use theĀ online consultation systemĀ for non-urgent needs during practice hours.
  • Order repeat prescriptions in good time using theĀ NHS App or our website.

šŸ§­ Be Respectful

  • Treat staff and other patients with kindness and respect.
  • Follow the practiceā€™s guidance on communication, behaviour, and safety.

šŸ”· Working Together for Better Care

Together, we can:

  • Promote your health and wellbeing
  • Improve access to services
  • Ensure your voice is heard in how we develop and deliver care

šŸ“„ Feedback and Complaints

We value your feedback and use it to help us improve our services.
All complaints about your GP are overseen by the Hampshire and Isle of Wight Integrated Care Board (ICB). If you do not feel you can complain directly to your GP Practice there is a specialist South East area complaints team who look at all complaints about GP practices, dentists, opticians and pharmacy services, and they can either be contacted directly:Ā Frimleyicb.southeastcomplaints@nhs.netĀ or via HIOW ICB Patient Experience and Complaints team at:Ā hiowicb-hsi.patientexperience@nhs.net