The Patient Charter sets out rights and standards which you should expect from the National Health Service. Many of these are long established rights, but there are also some new standards which the Government has asked Health Authorities to achieve. We are working with your local Health Authority and Family Health Services Authority to ensure that the health care which you receive complies with the National Standards in the Patient Charter. This practice is responsible for providing you with high quality medical care, within the surgery, at home if appropriate, or by referral to hospital or community services. As a practice providing NHS services we will also work towards fulfilling the National Patient Charter.
- Provide emergency care to people within our practice area.
- Refer you to a consultant if we feel it is in your best interest. If you ask for a second opinion it will be arranged if we feel it is in your best interests.
- Be prepared to give an explanation of any proposed treatment.
- Give you access to your health records written after 1st November 1991, if appropriate.
- Ensure that our staff maintain strict confidentiality of those records.
- Ask you beforehand whether or not you object to the presence of any student undergoing training in the practice at a consultation.
- Respect your cultural and religious beliefs and your right to privacy and dignity.
- Be sure you know who you are dealing with.
- Treat you with courtesy and respect. We in turn expect the same from our patients.
Seeing the doctor
If you wish to see a GP urgently you can expect a consultation within 24 hours.
Non-urgent cases (excluding follow-up appointments) can expect a consultation within three working days. Whilst we will endeavour to comply with your request to see a particular GP, in the event that this is not possible we will offer an explanation. We run an appointment system and you can generally expect to be seen within 30 minutes of your appointment time (except during emergency surgeries). If, for any reason, you cannot be seen within this time, an explanation will be given for the delay.
Dignity & privacy
Should you wish to speak in private please ask the receptionist.
If you would like a chaperone present during your consultation, please advise the receptionist when making your appointment or when checking in.
You are entitled to ask for a visit if you are at your registered address or at an address within the practice area. Your doctor will decide whether a visit is appropriate on clinical grounds.
If you are receiving repeat prescriptions you can expect your medicine to be reviewed regularly.
Out of hours
If you require medical attention out of normal hours please telephone 0161 929 1515 and you will be given information to enable you to contact a doctor.
It is of course always nice to hear that we have done something particularly well. So if you would like to pay a compliment to a member of staff, please let us know and we will pass it on.
Patient advice and liaison service (PALS)
The Trafford PALS service focuses on improving the service to NHS patients, their families and friends. The service aims to:
- Advise and support patients, families and carers
- Provide information on NHS services
- Listen to concerns, suggestions or queries
- Help sort out problems quickly on patients’ or relatives’ behalf.
This NHS service is confidential and can be contacted on 0161 873 9577.
We are continually reviewing our procedures and trying to improve that standard of care delivered to our paients. You can also play your part in helping us to provide an efficient service to you by:-
- Advising us in good time if you are unable to keep your appointment.
- Giving the doctor all relevant information.
- Letting us know when you move address. We need to keep our records up to date and we may still be able to provide you with a service if you remain in our practice area.
- Keeping your medical card in a safe place.
- Calling out the doctor (out of hours) only in an emergency and not for routine treatment or advice.
- By remembering, if you need a routine visit, to make your request before 10.30am.
You can help by letting us know when our standards have not met your expectations. Please advise one of our reception team who will ensure that details of the event are logged and passed to the practice manager.
Clinical Commissioning Group
West Timperley Medical Centre is included in an area overseen by the Trafford CCG, whose contact details are:
Trafford Clinical Commissioning Group
1st Floor, Town Hall
Manchester M32 0TH
General email: [email protected]
The ultimate authority for the National Health Service, NHS England can be contacted at:
PO Box 16738
Tel: 0300 311 2233
Email: [email protected]
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.