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Patients Charter

Our responsibilities:



  • smiling_patientYou will be seen for an urgent consultation the same day you request assistance

  • You will be seen by a doctor of your choice within 48 hours provided the doctor is available.

  • We try to ensure that you will be seen with the minimum of waiting.

  • If your doctor is called to an emergency we will arrange for you to see another doctor as soon as possible.

  • Repeat prescriptions for ‘town’ patients will be delivered to Lloyds Chemist in Torrington within 24 hours of being requested.

  • Dispensed prescriptions will be available for collection, from the Surgery, for patients living more than one mile from Torrington, within three normal working days of being requested.

  • When you require emergency help, out of normal working hours, please telephone either Devon doctors on Call on (0845) 6710270.

  • We will advise you about how and when to obtain the results of any tests or x-ray results.

  • Our staff will answer the phone promptly.

  • In order to assess the urgency of any request it may be necessary to ask for information about the nature of the request.

  • We welcome suggestions and ideas that will improve our service to patients.

  • If you have a complaint please ask to see the practice manager who will help you to use our in-house procedure.

  • We will ensure that people with language or communication needs are supported in accessing health information leaflets and the complaints process.

  • In accordance with the Freedom of Information Act and the Data Protection Act you have the right to see all of your health care records.

  • All aspects of your care will be confidential.


Patients’ Responsibilities:



  • If you are unable to keep an appointment please tell us straight away.  Another patient may need it.

  • This practice supports the Government’s zero tolerance campaign which states that aggression, violence and threatening behaviour will no longer be tolerated by Professionals and staff working in the practice.

  • Violent behaviour includes actual or threatened physical violence or verbal abuse.



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