Riverside Surgery

Dr Swindlehurst & Partners - Seduli ad Curandum - Committed to Care
Tel: (01386) 444400 Fax: (01386) 444415

Practice & Patient Charter


We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the Primary Health Care Team.  The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our responsibility to you:

  • You will be greeted courteously
  • You have a right to confidentiality
  • We will not disclose any information without your written consent
  • You have the right to see your medical records subject to the limitations of the law
  • You will be seen the same day if your problem is urgent
  • You will be informed if there will be a delay of more than 30 minutes for your appointment
  • You will be referred to a consultant when a doctor thinks it necessary
  • You will be given the result of any test or investigation on request or at your next appointment
  • Your repeat prescription will be ready for collection within THREE WORKING DAYS of your request
  • Your suggestions and comments about the services offered will be considered sympathetically and any compliant dealt with quickly
  • Should we be unable to resolve the problem we will advise you on other agencies to assist you further.

Your responsibility to us:

  • Please treat all practice staff, fellow patients, carers and visitors politely and with respect. Violence, verbal harassment or abusive behaviour will not be tolerated or accepted and may result in removal from our practice list
  • Please cancel your appointments in good time if you are unable to attend so we can offer it to someone else
  • Please be punctual but be prepared to wait if your own consultation is delayed by an unexpected emergency
  • If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed so that we can make alternative arrangements to help you
  • Home visits should only be requested if you are really too ill to attend the practice and ALL requests should be made before 11.00am
  • Only request an urgent appointment if appropriate for an urgent medical problem. In this situation you MUST be willing to see ANY GP offered
  • Please be patient if the Doctor is running late. This is often due to unforeseeable emergencies
  • Attendance if required at our Chronic Disease management Clinic (i.e. Asthma, COPD, Diabetes, Hypertension), immunisations (i.e. influenza vaccination if appropriate), for cervical smear tests (if appropriate)
  • Do not ask for information about anyone other than yourself unless you have documented authority on the person’s medical record
  • Tell us of any changes of name, address or contact telephone numbers so that our records are accurate
  • Please allow sufficient time for your consultation’s letter or the results of any tests to reach us.  You will be advised of the usual length of time to wait
  • Please attend for review of your repeat medicines when asked, before your next prescription is due