Patient Charter

🔍 Key standards in the Patient Charter

• Prompt response: Practices must consider appointment or advice requests and inform patients within one working day on what will happen next.
• Multi‑channel access: Open contact via in‑person visits, phone, online or the NHS App from 8 am–6:30 pm, Monday–Friday, giving patients choice in how they reach their practice.
• Appointment options: You may receive a face‑to‑face or telephone appointment, with nurses, pharmacists or other professionals—practices must respect your preference but may need to prioritise clinical need.
• Provider choice: You can ask to see a specific clinician (e.g., for continuity of care), though this may mean a longer wait.
• Fair registration: If your registration is refused (e.g., you live outside the catchment area), the practice must notify you in writing within 14 days, explaining the reason.
• Mutual respect: Staff must treat you “fairly, kindly and respectfully,” and vice versa. In extreme cases, abusive behaviour may lead to removal from the practice list.
• Complaints & feedback: Speak to the Practice Manager, your local Integrated Care Board (ICB), or Healthwatch if you have concerns  .

💡 What you can do to help

• Prepare for appointments (notes, questions, goals).
• Remember its a 10 min appointment per condition.
• Be on time or promptly cancel/reschedule.
• Give 24 hours notice if you wish to cancel an appointment, to allow us to offer this appointment to someone else.
• Use the NHS App or Grasmere Surgery website for bookings, cancellations, prescriptions, and test results
• Aim to submit repeat prescription requests early – ordering a prescription can take up to 48hours for it to be approved.
• Consider joining your Patient Participation Group.
• Use online SystmConnect to send routine enquiries to us.
• Our surgery and phone lines are open from 8am to 6.30pm;  however, please note that there is a dedicated time slot for just urgent enquires from 8am so you do not need to ring at just 8am.

Why it matters

• Enhances transparency and patient empowerment—you’ll know what services to expect and when to escalate issues.
• Supports the government’s aim to improve access, digital provision, continuity of care, and to reduce administrative burdens on GPs.
• A step toward ending the notorious 8 am scramble for appointments and reinforcing the “family doctor” relationship.