Hylton Medical Group Patient’s Charter

We aim to provide you with the best quality care available. Our charter is a statement of what you can expect from the practice and what we feel we should expect from you in return.

A Patient: 

  • Has a right to see a GP (this does not need to be their named GP) at the surgery during surgery hours.  If an appointment is not available, the next routine appointment will be offered as long as the delay will not result in a risk to health.
  • Should an urgent appointment not be available, be offered telephone triage by a clinician.
  • Should have access to a telephone number where a GP can be reached when the surgery is closed.
  • Should have a home visit, if considered necessary by the GP.
  • If temporarily away from home must receive treatment if it is considered to be required immediately, though the GP is not bound to accept them as a temporary resident.
  • Is required to give consent before being examined or treated. However, a visit to the GP is considered to constitute consent.
  • Is entitled to a chaperone during intimate examinations.
  • Is not bound legally to accept treatment. However, a doctor can give essential treatment if the patient is temporarily incapable of understanding or consenting to treatment as per the Adults with Incapacity Act.
  • May refuse to be examined when a medical student is present.
  • Is entitled to a full and truthful answer to questions about their treatment unless the answers would result in anxiety, which may injure the person’s health.
  • Has the right to complain about their GP if he/she has not followed the terms of service or behaves in an unprofessional or unethical way. The patient should then be kept informed about how the complaint is being dealt with and told of the outcome.
  • Has the right to see medical reports requested by insurance companies or employers before they are sent.  However, a GP may withhold them if access may cause harm to the patient or if they contain information regarding a third party.
  • Has the right to confidentiality.

Non-urgent advice: With These Rights Come Responsibilities:

We ask that you attend your appointments at the arranged time. If you cannot attend please inform the surgery immediately.

One 10 minute appointment is for one person only. Please make additional appointments if more than one person needs to be seen.

Patients are responsible for their own health and the health of their children and should co-operate with the practice in endeavouring to keep themselves healthy.

We ask that requests for help or advice for non-urgent matters be made during surgery hours.

Home visits should only be requested for patients who are seriously ill. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery.

Patients should understand that home visits are made at the doctor’s discretion.

Many problems can be solved by advice alone therefore patients should not always expect a prescription at every consultation.

We ask that patients treat the doctors and staff with consideration and courtesy.

Patients must inform the practice staff of any change in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory.

Children, the elderly and those with life limiting conditions have priority access.