Practice Charter

Our approach to your healthcare

Our aim is to provide a friendly, yet effective, family GP service and promote a healthy lifestyle to all our patients.

Patient’s rights and responsibilities

As a patient you have the right to a) be registered with a named doctor b) change doctor if desired [but please remember that you may have to see any of the doctors if your need is urgent] c) receive emergency care d) receive appropriate drugs and medicines e) be referred for specialist or second opinion if they and the GP agrees f) see your medical records or a copy, subject to certain laws g) know that by law, everyone working for the NHS must keep the contents of your medical records private. With this right comes responsibilities for the public. That means being a) courteous to staff at all times b) be prompt for all appointments c) be responsible for cancelling appointments in adequate time.

Who has access to patient information

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can provide the best possible care. We have a fully computerised medical record system which means information about your healthcare is held on a secure server. You have the right to know what information we hold about you. Please ask the receptionist if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter.

Policy on violent and abusive patients

We aim to treat our patients courteously at all times and expect our patients to treat staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

Sexual safety charter

The Worker Protection (Amendment of Equality Act 2010) Act 2023 creates a duty on employers to take reasonable steps to stop sexual harassment in the workplace from colleagues and third parties. Using this framework will support boards and their leaders to assure themselves against this legal duty. This framework sets out the outcomes from each principle in the charter.

NHS England » Sexual safety charter assurance framework

Change of patient’s personal details

If you change your name, address or contact details (such as your home telephone number, MOBILE telephone number or email address) please let us know as soon as possible so that we can update our records.  If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.  We do not routinely let the hospitals know when you tell us your changes, that is for you to do.

When should I see a nurse?

Nurses based at our practice treat patients for a wide range of common conditions (e.g. minor injuries/illnesses, removing stitches, immunisations and so on). Our practice nurses are also specially trained to run routine clinics for certain conditions, such as Diabetes and Asthma. (Each of our nurses specialises in a different area, so you need to book ahead with the most appropriate nurse). Our helpful reception staff will be able to advise whether a nurse appointment is suitable.

Nursing care at home

We work closely with other healthcare professionals who are part of the Primary Health Care Team working in the community, such as the District Nursing Service, midwives and Health Visitors. These services are provided by the Local Primary Care Trust and are based at the Orchard Centre.

If you have an illness or incapacity that means that you need nursing care in your own home, the district nurses will visit you. Patients who are likely to benefit from this service include the housebound, the elderly, people with a terminal illness, and those who have been recently been discharged from hospital. District nurses provide wound care, palliative care, continence advice and advice on co-ordination care packages. If you move permanently into a care home locally, the district nurse may be able to continue your care.

What is You and Your General Practice?

You and Your General practice (YYGP) has been developed to help you understand what to expect from your general practice (GP) and how you can get the best from your GP practice team.

YYGP enables you to provide feedback or raise concerns directly with your GP practice, NHS Coventry and Warwickshire or your local Healthwatch organisation.

Read NHS England’s information about YYGP

At your GP practice

If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager or communicate via btmp.pm@nhs.net.

Use the NHS England website to find the contact details for your GP practice, if you don’t already know them.

At your Integrated Care Board

If you don’t feel comfortable giving your feedback to your GP Practice you can contact NHS Coventry and Warwickshire, your local Integrated Care Board – the local body that oversees GP practices. A dedicated email address has been set up for YYGP.

Email: cwicb.yygp@nhs.net

You can also visit the ICB Complaints page [https://www.happyhealthylives.uk/contact-us/complaints/] if you have a concern about your care, or the care of a family member.

At your local Healthwatch organisation

Healthwatch information and signposting services can support you to make choices about the health and care services you may need and how to access the support you need to live well within your local area.

You can find the details for your local organisation on this service finder A-Z.

Rugby Health 

Patient information for services available within Rugby Health. https://www.rugbyhealth.nhs.uk/