Patient Charter

At Leyburn Medical Practice, we are committed to providing high-quality healthcare in a respectful, compassionate, and professional manner. This Patient Charter outlines what you can expect from us, and what we ask of you in return, to ensure the best possible care and experience for everyone.

Our Commitment to You

 We will:

1. Provide High-Quality Care

• Offer the best possible medical care, delivered by qualified professionals.
• Ensure care is safe, evidence-based, and meets current clinical standards.

2. Treat You with Respect

• Be courteous, kind, and non-judgemental.
• Treat you as an individual, respecting your dignity, privacy, culture, and preferences.

3  Communicate Clearly

• Provide clear information about your care, treatment options, and medication.
• Offer explanations in a way you understand and involve you in decisions about your care.

4. Maintain Confidentiality

• Protect your personal health information in line with data protection laws.
• Share information only with those involved in your care, unless legally required otherwise.

5. Provide Timely Access

• Offer routine and urgent appointments within a reasonable timeframe.
• Provide information on how to access out-of-hours care when needed.

6. Support Your Wellbeing

• Promote prevention and support self-care wherever appropriate.
• Refer you to specialist services when necessary.

What We Ask From You

Please help us to help you by:

1. Treating Staff with Respect

• Speak to our staff with courtesy – verbal abuse or aggression will not be tolerated.
• Recognise that our team is here to support your health and wellbeing.

2. Attending Appointments Responsibly

• Arrive on time and inform us as early as possible if you need to cancel.
• Understand that missed appointments affect other patients and clinic capacity.

3. Keeping Us Updated

• Let us know if your contact details or medical history change.
• Share accurate and honest information about your symptoms and concerns.

4. Working in Partnership

• Follow agreed treatment plans and seek help if you have difficulty doing so.
• Take an active role in managing your health and follow medical advice when appropriate.

5. Using Services Appropriately

• Use the right service for your needs (e.g., self-care, pharmacy, NHS 111, urgent care).
• Understand that home visits are for those medically unfit to attend the practice.

Feedback and Improvement

We welcome your feedback to help us improve.

• Compliments, suggestions, or complaints can be submitted in person, by phone, by email or through Friends and Family Survey.
• We will handle concerns promptly and professionally, aiming to resolve them quickly and fairly.

Working Together for Better Health

Together, we can build a respectful and trusting relationship that supports your health now and in the future. Thank you for helping us provide a safe, supportive environment for everyone.

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you.

You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect
• You will be treated as a partner in the care and attention that you receive
• All aspects of your visit will be dealt with in privacy and confidence
• You will be seen by a doctor of your choice subject to availability
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call
• You can bring someone with you, however you may be asked to be seen on your own during the consultation
• Repeat prescriptions will normally be available for collection within two working days of your request
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters
• You have the right to see your medical records or have a copy subject to certain laws

With these rights come responsibilities and for patients we would respectfully request that you:

• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you
• Please ensure that you order your repeat medication in plenty of time, allowing two working days
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family
• Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend
• Please follow up any test or investigations done for you with the person who has requested the investigation
• Attend appointments on time and check in with reception
• Patients who are late for their appointment may not be seen
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made
• Patients should make every effort to be present at the practice to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience
• Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date
• Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us
• Let us have your views. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings

The NHS Constitution establishes the principles and values of the NHS in England.

For more information see the The NHS Constitution for England.