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Practice Charter

Rights And Responsibilities Of Patients

Patients will be treated with courtesy and respect as individuals and partners in their healthcare. Please understand that everyone works better when treated with courtesy and respect.

Violent, threatening and abusive behaviour will not be tolerated in this practice; any patient behaving in such a way will be removed from our list.

The practice expects patients to keep appointments that they have made. Whilst we appreciate that there are often genuine reasons for non-attendance, persistent non-attendance without reasonable explanation is not acceptable as valuable practice time is wasted. Please let us know if you are unable to keep an appointment. Patients who constantly do not attend for appointments they have made will be removed from the practice list.

Patient Surveys

Surveys are regularly sent out by the Department of Health and we would encourage you to participate if a questionnaire is given or sent to you as this is one way in which our work is evaluated.

Medical Records

Some NHS services allow limited access to your medical records. These include Out of Hours centres, Urgent Care and Accident & Emergency departments although more and more services will start to have access to help improve the care you receive. Your consent will always be asked before access is granted.  Staff will only have limited access and will not be able to alter your record. Please contact the practice manager if you would like more information.

Burnley Primary Care Charter

In order to give our patients the best possible service and care, GP Practices in Burnley have agreed a set of principles that patients can expect their local surgery to offer to all:

The patient can expect to be greeted in a friendly and welcoming manner and treated with courtesy and respect by everyone working in the practice.

The patient can expect clean, comfortable premises, with good access for the disabled.

Staff will make every effort to ensure confidentiality is maintained at all times.

Where there is a delay, patients can expect to be told by the receptionist the reason for this. The doctors and nurses aim to see patients within 30 minutes of their appointment time.

Patients are encouraged to discuss their health with the surgery in order for us to support them to see the right person.

We aim to give a routine appointment within two working days with an unspecified doctor.

The patient can expect to be offered appropriate advice about how to stay healthy and to avoid illness.

The patient can expect to be informed of any changes or developments in the practice by means of leaflets, surgery displays and/or their websites.

All patient complaints are taken seriously and if you wish to make a formal complaint you must do so in writing following the practice complaints procedure.

Patients can expect to have their comments or suggestions about our service taken seriously and to receive a prompt reply to any items you raise with us, provided you leave contact details.

Patients can expect repeat prescriptions to be ready for collection within two working days after ordering.

Patients can expect the diversity, values and human rights of people who use our services to be recognised.

Patients can expect us to communicate with them in a way that is appropriate to meet their needs e.g. through interpreters, and support for disabled patients.

With These Rights Come Responsibilities

Patients have a responsibility not to delay other patients from seeing the doctor or nurse by being punctual for their appointment.

Patients who have been given an appointment are responsible for keeping it or giving adequate notice of cancellation, so that the appointment can be made available to someone else.

A doctor can see more patients in surgery and carry out more thorough investigations than when visiting patients in their home. It is the patient’s responsibility to come to the surgery for appointments, unless they are housebound, terminally ill or have a severe chronic illness.

The patient has a responsibility to make more than one appointment, if more than one member of their family needs to see the doctor when they come to the surgery. This will avoid unexpected delays for other patients.

The patient has a responsibility to request repeat prescriptions following the Surgery’s correct procedure and to only order the medication they require.

The patient has a responsibility to be courteous and respectful to the doctors, nurses and reception staff.

Our patients' health is a priority and we are here to support them by working in partnership to keep them healthy and avoid ill health.

We pledge to treat our patients with consideration and we expect the same in return.

All employees have the right to deliver patient care and services without fear of violence, harassment and aggression in the workplace.

All physical assaults will be reported to the Police with a view to obtaining a criminal sanction.

Non–physical assaults will be investigated and reported through the incident reporting system and an appropriate response devised, dependent on the nature of the event. Assaults, physical or non-physical, will not be tolerated.

If you have any comments about this Charter please contact the practice manager.

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