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Practice Charter

Our Responsibility To You

As a patient using general medical services of the National Health Services you have the following rights:

  • To be registered with a family doctor.
  • To change your doctor easily and quickly.
  • To be offered a health check:
    • when joining a doctor's list for the first time
    • if you are between 16 and 74 and have not seen your doctor in the previous three years and a yearly home visit if you are 75 years of age or over.
  • To receive emergency care at any time through a family doctor.
  • To have appropriate drugs and medicines prescribed.
  • To be referred to a consultant acceptable to you when your family doctor thinks it is necessary, and to be referred for a second opinion if you and your family doctor agree this is desirable.
  • To have access to your health records, subject to any limitation in law.
  • To know those working for the NHS are under a legal duty to keep the contents of your health records confidential.
  • To choose whether or not to take part in medical research or medical student training.
  • To be given detailed information about local family doctor services through your Family Health Services Authority's/Board's local directory.
  • To receive a full and prompt reply to any complaint you make about NHS services.

Your Responsibility To Us

  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot, otherwise, other patients may have to wait longer.
  • Please ask for home visits by the doctor, only when the person is too ill to visit the surgery.
  • Please keep your phone call brief and avoid calling during the peak morning time with non-urgent matters.
  • Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
  • We ask that you treat the doctors and practice staff with courtesy and respect.
  • Please read all of the practice booklet. This will help you to get the best out of the services we offer. It is important that you fully understand the information given to you so, please ask us questions if you are unsure of anything.
  • Remember, you are responsible for your own health and the health of your children.
  • We will give you our professional help and advice; please act upon it.

Comments and Suggestions

We are happy to accept comments and suggestions from our patients.

Please ask at reception for a suggestion form where your comments will be taken into account when we review our procedures on a regular basis. Please feel free to use the box provided in the waiting area or put your ideas in writing to the practice manager.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

This scheme is available from reception.

Accessing Your Medical Records

You may request access to your medical records by completing a Subject Access Request form which is available from Reception. Please allow 28 days. Photocopying may incur an admin charge.

Clinical Commissioning Group (CCG)

The partners at Littleton Surgery have a contract with the Surrey Downs CCG, who are responsible for the Commissioning of Primary Care Services. If you require further information on Primary Medical Services in the area, please contact them at the following address:-

Surrey Downs CCG, Cedar Court, Guildford Road, Leatherhead, Surrey KT22 9RX. Tel: 01372 201500.

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