Patients Rights and Responsibilities

Sidney House and The Laurels Surgeries Practice Charter

This is our interpretation of the Patients Charter as it applies to Sidney House and The Laurels surgeries and the services we deliver to you as well as our expectations of our patients.

You will be treated as an individual and given courtesy and respect regardless of your background, ethnicity, religious beliefs, personal situation or the nature of your health problem
 We ask that you treat all our staff with the same courtesy and respect.

We will endeavour to answer the telephone efficiently and courteously as soon as possible.

We will give you full information about the services we offer.
 Please take and keep a copy of our practice booklet or browse the practice website

All staff involved in your care will have received appropriate training and will be indentified by name.
You are encouraged to share responsibility for your health which includes making appointments in time for medication reviews and repeat medications and vaccinations.
 Please keep your personal information up to date and let us know of any changes to your address or contact numbers.

You can be assured that anything you discuss with any member of the practice team will remain confidential and no information will be divulged without your explicit written consent
 This is an accordance with relevant professional regulations and the law

You have a right to see your health records in accordance with the law.
 No-one else can see these records or obtain details from them without your written consent. You are not entitled to ask for information about others unless they have given their written consent to this.

We abide by the laws pertaining to Data Protection, Freedom of information and others relevant to the safe keeping of your medical record.

We will endeavour to see you at a convenient time and without delay.
 Please try to keep your appointment or let us know in good time if you cannot. We endeavour to offer access to a health care professional on the day of your request as required but cannot guarantee the doctor of your choice at short notice.

We will endeavour to offer an appointment with the health care professional of your choice within 72 hours.
 This is our aim and obviously dependent on annual or sick leave. The majority of our medical staff have commitments outside of the practice and are not available every day so please understand if this is not always the case

We will endeavour not to keep you waiting past your appointment time and will offer information should there be a delay of more than 30 minutes to your appointment
 Urgent or emergency cases will be given priority. Please be patient as on other occasions it may be that you that requires seeing urgently.

We will involve you fully in planning and agreeing your treatment and will explain this to you.

We will arrange specialist or hospital treatment as necessary.
 Please endeavour to keep your hospital appointments once made or make every effort to cancel or defer your appointment

We will ensure that you are able to speak to a health care professional on the phone.
 The doctor or nurse will normally speak to you when they have finished their morning or evening surgeries.

We will provide home visits where necessary
 Home visits are provided for those elderly and infirm patients unable to travel to the surgery and in emergency situations where it is deemed necessary. The doctor may phone you prior to undertaking a visit.

We will provide a comfortable and relaxed environment for you whilst you are waiting for your appointment. The premises will be well maintained and appropriate to the needs of all of our patients.
 Please help us to try to maintain the premises by using them in an appropriate manner.

The practice premises conform to current Fire and Safety regulations and to the Health and Safety at Work Act.

We will provide your repeat prescriptions 48 hours after you request them.
 Please use the recommended methods of requesting your repeat medications.

We will dispense urgently needed medication to those patients whom we are able to, as quickly as possible after the prescription has been issued.

The dispenser will endeavour to answer any questions you have pertaining to your medicine. If she or he is unable to answer your question they will refer to the doctor as necessary.

We will ensure our dispensary products meet the requirements of the relevant prescribing authorities.



Our aim is to provide the highest level of care for all our patients.  We are always willing to listen if you think we can improve the service we provide.

Making a complaint
If you have any complaints or concerns about the service you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted easily and quickly at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would ask you to let us know as soon as possible; ideally within a matter of days or at most a few weeks.  This will enable us to establish what happened more easily.  If this is not possible, please provide details of your complaint within twelve months of the incident or the event occurring which is the cause of concern.

Our Complaints staff will be available to take details of any complaint.  They will then explain the next steps to you and make sure that your concerns are dealt with promptly.  You can make a complaint either in person by speaking to the Complaints Team/Practice Manager, or in writing, (some complaints may be easier to explain in writing).  If you prefer to write to us, please give us as much information as you can and send your complaint to the practice for the attention of the Complaints Team/Practice Manager as soon as possible.

What we shall do

Our complaints procedure is designed to make sure that we attempt to settle any complaints as quickly as possible.  We shall acknowledge receipt of your complaint within three working days and aim to investigate your complaint within 30 working days of the date when you raised it with us.  We will then be in position to offer you an explanation or a face-to-face meeting.

When we investigate your complaint, we shall aim to:-
·         find out what happened and what went wrong;
·         make it possible to discuss the problem with those concerned if preferred;
·         ensure you receive an apology, where appropriate;
·         identify what we can do to make sure the problem does not occur in the future.

At the end of the investigation, your complaint will be discussed with you in detail either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we need to know you have his or her permission to do so.  A note signed by the person concerned will be required, unless they are incapable of providing this due to illness.

What you can do next

We hope that if you have a problem, you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice at local level.

However, this does not affect your right to approach the local Primary Care Organisation.  If you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint, the Patient Advice and Liaison Service (PALS) can provide confidential advice and support.  They can help with any concerns you may have about the care we provide and give guidance through the different services available from the NHS.

PALS Tel: 01245 459459 Mon-Fri (9am-5pm)

Additionally you can contact the Independent Complaints Advocacy Service (ICAS) if you wish to make a complaint in writing, by phone or email.

Ground Floor, 7 Lords Court
Cricketers Way
SS13 1SS
ICAS Tel: 0845 456 1083

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case. 

Parliamentary and Health Service Ombudsman
Millbank Tower

Help us get it right - We constantly try to improve the service we offer and appreciate your informing us if we have done something well or if you have any suggestions that will improve the service we provide to you.

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