Practice Charter

The Practice

We are a group practice of five doctors (plus three assistants) and have a long and well established reputation in the Knutsford area. We own our own premises which are pleasant and practical, have ample car parking space and are near the town centre. We employ a practice manager, an assistant practice manager, four nurses, two secretaries, three administration staff and eight receptionists. We also have the full range of attached staff and access to the wide range of facilities available at the Knutsford and District Community Hospital. We like to think of ourselves as a friendly, hardworking and progressive practice able to cater for all your medical needs.

Our Responsibilities

You will be treated as a partner in the care you receive.

You will be treated as an individual and will be given courtesy and respect at all times.

You have the right to be treated confidentially.

You will be entitled to have a copy of our practice booklet.

We will try to answer the phone promptly and courteously.

You will be able to see a doctor of your choice, where possible, within five working days. Please remember that some doctors are part time and will not therefore be so available.

We provide ten minute appointments per patient. (Five minutes in emergency surgeries.) Extra time is allocated for certain procedures, eg smears, health checks etc.

We will try to see you within 30 minutes of your appointment time. On occasions one or more patients within a surgery may present complex problems and this may inevitably lead to long delays. You will be offered an explanation if delays occur.

If surgeries have to be cancelled for any reason we will try to notify you within 24 hours.

If you have an urgent problem, a doctor will see you as soon as possible on that same day. This may not be your usual doctor.

We will visit you at home if you are too ill or infirm to attend the surgery.

Medical emergencies arising outside normal surgery hours will be dealt with by the out of hours service.

We will explain the likely effects of any drugs and review your long-term medical needs at agreed times.

Repeat prescriptions will normally be ready within 48 hours of the request.

We will advise you about how and when to obtain the results of any tests or x-rays you have undergone.

If we believe that you need a second opinion we will try to help you get this.

We will inform you how you can make suggestions and complaints about the services we offer.

We will maintain accurate medical records.

You have the right to see your computer records and also your written medical records compiled after November 1991.

We will offer advice and information about how you can promote good health and avoid illness. Health promotion checks are held on a regular basis by our nurses.

We have the right to remove patients from our list.

Your Responsibility

Help us to help you. Being a partner means that we have responsibilities to each other.

We ask that you treat the doctors and all practice staff with the same respect and courtesy.

Please read our practice booklet carefully. Together with this website it will help you get the best out of the service we offer.

The first hour of the morning is the busiest time for our receptionists - please keep calls brief and try to call outside peak times ie call after 9.30am for all non-urgent requests.

Please remember that the doctor may not always be available due to other commitments such as study leave, holidays etc. Please remember that an appointment is for one person only. Where another member of the family needs to see a doctor - even if their symptoms are identical to yours - another appointment should be made. If you require a longer appointment please notify the receptionist at the time of booking.

If we are running late, please be a patient patient because on another occasion it may be YOU who requires extra time.

Please do everything you can to keep your appointments, tell us as soon as possible if you cannot.

Please endeavour to ring between 8.15 and 9.30am for an urgent appointment unless a genuine emergency arises later.

Facilities for examination and treatment are better at the surgery and the less time a doctor spends travelling, the more time is available for patients. Please do not ask for home visits unless it is strictly necessary. Please request a visit before 10.30am unless a genuine emergency arises later in the day.

The doctor has the right to decide if a home visit is necessary. The doctor may ask you to come to a surgery or arrange to visit you at home.

On several days a week this surgery is telephone 'triaged' first by a doctor or nurse. Many problems can be dealt with on the phone, thereby saving time for both the patient and the practice.

Please remember to check your cupboards before ordering repeat prescriptions.

Please order repeat prescriptions within plenty of time. Late requests place unnecessary strain on the system.

Please allow sufficient time for results to come back to the surgery. Remember to ring outside peak surgery times.

You have the right to ask for a second opinion and to discuss this with your GP.

Patient Participation

We welcome patients who are interested in getting involved with our practice. This can either be as a committee member, or part of our email-based group. Please fill in a form at reception if you are interested.


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