Appletree Medical Practice

Your Health Matters!

Patients’ Charter


Practice Leaflet:

All new patients will receive a copy of our practice leaflet and copies will be available at the reception desk.

Surgery Premises:

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.

Patients’ rights to General Medical Services:

Patients have the rights to:

  • be registered with a General Practitioner
  • a health check on request on joining the practice
  • receive appropriate drugs and medicines
  • be referred for specialist or second opinion if they and the GP agrees
  • view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential.

 Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of the web site, newsletter; waiting room notice board or individual leaflets, giving as much notice as practicable.

 Repeat Prescriptions:

The number of hours from requesting a prescription to availability for collection by the patient is 48 hours or less (excluding weekends and bank/local holidays)


  • Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
  • We will normally process non-urgent referrals within ten working days of the patient consultation or the doctor’s decision to refer.

Test Results:

When a doctor or nurse arranges for a test to be taken, the patient will be advised how to obtain the result. (Results are normally available within 5 to 7 working days. Patients can ring after 11.30am on the seventh day to obtain results.)

Transfer of Medical Records:

The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.

Privacy and Confidentiality:

We will respect our patients’ privacy, dignity and confidentiality at all times.


With a Doctor:     For routine consultations we will endeavour to offer patients a ten minute appointment within ten working days of the request.    For medically urgent requests, we will offer an appointment on the same day.

With a Practice Nurse:     For routine appointments we will offer an appointment within five working days.

 Waiting Times:

  • Surgeries will normally start on time.
  • We expect patients to be seen within thirty minutes of their appointment time, and in the event of a delay we will offer an explanation.

When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.

Home Visits:

We cannot always guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion and based on clinical need.

 Out of Hours Emergencies:

Outside of surgery opening hours our telephone lines are re-directed to the out-of-hours service.

 With these rights come responsibilities and for the patients this means:

  • Courtesy to the staff at all times – remember they are working under doctors’ orders. Verbal and physical abuse will not be tolerated.
  • Responding in a positive way to questions asked by the reception staff.
  • To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
  • An appointment is for ONE person only – where another member of the family needs to be seen or discussed, another appointment should be made.
  • An appointment is for ONE problem only – where more than one problem exists separate appointments should be made.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
  • When asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • Requests for visits that same day should be made before 10.30am.