Practice charter

Our responsibilities to you

You will be treated with courtesy and respect by all Practice personnel.

These are our service timescale aims. At times of increased pressure and unforeseen circumstances these may be more difficult to achieve but we will always try our best to maintain these standards.

  • Urgent appointments-  completed the same day or within 24 hours by agreement.
  • Routine appointments – within 2-4 weeks. Please book ahead for your clinician of choice.
  • Urgent phone call – you will be contacted within 4 hours
  • Routine phone call – book in up to 4 weeks in advance
  • Typed GP report – 10 working days
  • Referral letter – 5 working days
  • Proforma Report – 7 working days
  • Prescription – 2 working days
  • Dosette Box start up prescription – 5 working days

We are not a walk in centre and do not provide a drop in and wait service. You are welcome to visit us in person to make an appointment but you will be given an appointment time or a phone call.

Remember that your local pharmacy is a source of advice. You can also call ‘111’ for health advice and this number also links to the out of hours GP service for evenings and weekends

If you require stitches or an Xray you will need to attend A and E but please do not visit A and E for GP type matters, call us or NHS ‘111’ first.

All comments and suggestions about the service are welcome. Please either use one of our comments forms and the box provided in the waiting area, or email us on info@westburysurgery.co.uk

If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner. See the 'How To' pages for the complaints procedure.

We wish to make the Practice as accessible as possible. If you have hearing, visual or physical difficulties please let our Reception Staff know, so that we can enable you to fully use our services.


Your responsibilities to us

If you are unable to attend for an appointment please let us know so that we can offer it to someone else.

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.

A home visit should only be requested for those who are housebound. Please ring the surgery before 10am if at all possible.

An urgent appointment is for an urgent medical problem. Please speak to our reception staff if you require a sick note or repeat prescription to discuss how to arrange this.

We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the receptionist.

Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve. Appointments are 10 minutes.

Please act in a responsible and courteous manner whilst on the practice premises for the safety and comfort of others.

Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted.

If you are violent or abusive, you will be warned to stop your behaviour. If you persist, we may exercise our right to take action to have you removed, immediately if necessary, from our list of patients and asked to register at another surgery. In some cases, where necessary, the Practice will involve the police.

While we strive to meet the standards in this charter, we will also need your help to achieve this by following the actions given by your clinician and taking the correct medications promptly.