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Practice Charter

Our Commitment

To provide the highest quality medical and administrative services to patients. To treat all patients as partners in the care and attention they receive; to foster relationships of mutual understanding, trust and respect.

You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems. Following discussion you will receive the most appropriate care given by suitably qualified people. No care or treatment will be given without your informed consent.

Our Request

That patients help us to help them, by following the guidelines suggested.

Patients' rights to General Medical Services

Patients have the rights to:

  • be registered with a General Practitioner
  • change doctor if desired
  • receive urgent care at any time from the practice
  • receive appropriate drugs and medicines
  • be referred for specialist or second opinion if they and the GP agree
  • have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.

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.


Our Aim:

  • We operate an appointment system.
  • Patients with urgent problems that cannot wait will be seen by a doctor or Primary Care Nurse on the same day.
  • Patients with non-urgent problems will be given the earliest available appointment.
  • We will try to ensure that you are seen on time, but some consultations take longer than others and we have no way of knowing about specific cases in advance. When there are prolonged delays you will be given 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.

Your Help:

  • Please telephone for an appointment on 01225 422911.
  • Please try to be punctual.
  • Please book one appointment for each person to be seen.
  • If we are running late, please do be patient; on another occasion you may need the extra time. Our front line staff in Reception will do their best to assist you, but please understand that they may not be able to provide you with a precise delay time, as this is dependent upon clinical need. Abusive behaviour to our staff will not be tolerated.
  • We ask that you treat the doctors and practice staff with the same courtesy and respect.
  • We would ask you to try and follow the medical advice offered and to take any medication as advised.
  • Please feel free to ask questions about your treatment.
  • Please tell us if you no longer need to see the doctor/nurse. Another patient may be glad of the appointment. GP and Nurse time is very precious, so if you are not able to make an appointment, please let us know, even up to the last minute.

Telephone Response

Our aim:

  • We will try to answer the telephone promptly and efficiently.

Your Help:

  • Telephone lines are very busy between 8:30am and 10:00am, and we ask that you please avoid calling for non-urgent matters between these times. It is often better to call late morning or late afternoon.
  • Please keep calls brief, and ensure you call the relevant number:

 St James's 

 Appointments/Home Visits 

01225 422911 select option 4

 Junction Road Surgery


01225 422012

(Please note that when Junction Road is closed on a Wednesday afternoon your call will be re-directed to St James’s).

Home Visits

Our Aim:

We will arrange home visits for patients who are too ill to attend the surgery. We are unable to 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.

Your Help:

Please request home visits only when patients are too ill to attend surgery, not because it is inconvenient to attend.

Please telephone 01225 422911 for home visits by 10.00am, unless a genuine emergency arises later.

Calls Out Of Hours

NHS 111 provides cover for emergencies that cannot wait until the next working day 6pm to 8am Monday to Friday and all weekends and bank holidays. Telephone: 111.

Repeat Prescriptions

  • Requests for repeat prescriptions must be made in writing. You can use the computer list sent with your last prescription or write your own list or request online.
  • Prescriptions may be collected from reception or will be sent to you if you accompany your request with a stamped addressed envelope. Alternatively, you can use the Pharmacy Prescription Collection Service.
  •  Request for prescriptions cannot be taken over the telephone.
  • Please allow 2-3 working days for this service.

Suggestions, Comments and Complaints

We want to give you the best possible service and welcome any comments you have. There is a feedback/suggestions box in the Reception lobby at St James’s and a comments book on the front desk at St James’s and at Junction Road Surgery. 
Also on the home page you can find a patient feedback form that you can complete and either post to us or email us

If you have a complaint,please refer to the Practice Policies for our complaints procedure.

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