Patients Charter

All members of our Primary Care Team would like to give you a good service. We will try to keep to good standards of care.

In Particular:

Our Responsibility to you

  • We will greet you politely
  • Your medical history is completely confidential
  • We will begin surgeries on time. We will only start late if we are held up by an emergency. When we are more than 10 minutes late, the receptionist will inform you of the delay and offer an alternate appointment if necessary.
  • We should give you information about: Your illness and its treatment, Alternative sorts of treatment, What is likely to happen during an illness.
  • You will be allowed to see your medical records subject to any limitation of the law.
  • The Practice will tell you of the services we provide in our Practice Leaflet and on the notice board.
  • If you have an urgent medical problem we will deal with it quickly, even if people with less serious problems have to wait,
  • You may choose not to take part in training or research.
  • We will offer all new patients an appointment with a doctor or nurse for a new patient medical.
  • If you need to be referred to a consultant we will make the referral within five working days.
  • If you have a suggestion about improving the way that we work, we will consider it and give you a reply.
  • If you write to us with a complaint, we will acknowledge it within 48 hours.
  • If you want a routine appointment during the week, you should normally be able to see a doctor within 48 hours.
  • You should be able to see a named doctor within two working days (except when a doctor is on annual leave or study leave).
  • If you request a repeat prescription you will be able to collect it in 48 hours. This is only for prescriptions that are normally repeated. We do review repeat prescriptions at times, so you may occasionally be asked to see a doctor.

With these rights come responsibilities, and for you this means:

Our Responsibilities to You

  • Please be polite to staff always, remember they are following the doctors instructions
  • Please be on time for appointments. Please tell the Practice in plenty of time if you need to cancel an appointment. If you are late, or do not turn up, this wastes an appointment and is a nuisance to other patients.
  • Please make a separate appointment for everyone who needs to be seen. An appointment is for one person only.
  • Please try and come to the surgery if you can. House calls can take up a lot of our time. They should be for people who really can’t come to the surgery, not just because it is more convenient for you.
  • Please ask for prescriptions at least two days before you need them.

If you require information about our GP contract or details of primary medical services please contact:

NHS Forth Valley (NHS Board)
Carseview House
Castle Business Park
Stirling. FK9 4SW
Telephone 01786 463031