Our Charter
This charter explains what you can expect from our practice.
It has been created in partnership with patients and GP practices across Dudley borough, and is supported and reviewed by Healthwatch Dudley, an organisation dedicated to ensuring patient voices are heard.
Our Commitments
We strive to deliver the highest standard of care to all our patients.
We treat everyone fairly and do not discriminate based on gender, gender identity, race, disability, sexual orientation, religion, or age.
We will listen to our patients and involve them in shaping services that meet their needs.
Appointments
We plan and regularly review our appointment availability to reflect patient demand.
All patients will be assessed and prioritised based on clinical need, ensuring they receive the most appropriate care from the right member of our team, or are directed to suitable services where necessary.
This process will be the same whether you contact us by phone, online, or in person.
We offer a range of consultation options including face-to-face, telephone, and online appointments.
We continuously improve our digital systems, phone access, booking processes, and website to better meet patient needs.
Signposting
Our staff play a key role in guiding patients to appropriate services, support, and advice. This helps patients take an active role in managing their health and improves access to care.
We will provide clear and easy-to-understand information about services such as NHS 111, emergency care, pharmacies, mental health support, and other relevant resources.
We will also make full use of social prescribing services to connect patients with local health, social, and voluntary support within Dudley.
Information about services and staff roles will be shared through newsletters, screens, social media, posters, and other channels.
Digital Services
We will offer and promote:
- Online consultation tools
- Secure electronic communication
- Online options to update personal and contact details
We are committed to helping all patients access digital services where possible and ensuring staff are trained to support this, including through programmes such as the Black Country Connected Programme.
For patients unable to use digital tools, we will always provide alternative options.
Practice Website
Our website will be more than just an information source. Patients will be able to:
- Book, change, or cancel appointments
- Order repeat prescriptions
- Request sick notes
- View test results
- Register with the practice
- Find contact details, opening hours, and location
- Provide feedback on their experience
Online forms and consultation tools will be accessible via the website or NHS App, making it easier for patients to request help.
Health Inequalities
We are committed to identifying and addressing barriers to care, ensuring fair access for all patients and reducing inequalities.
Language and Communication Needs
We will ensure that language or communication needs do not prevent patients from receiving high-quality care.
This includes providing support for different languages, Deaf/BSL users, people recovering from stroke, those with learning disabilities, and other communication needs.
Longer Appointments
Where needed, we will offer longer appointments to ensure patients fully understand their care and feel supported.
Registration
We are committed to making registration simple and accessible. Patients can register without ID or proof of address.
Where practice boundaries apply, patients living within the area can register without ID, though we may request supporting documentation.
We will be flexible for those without a fixed address, including allowing registration using the practice address.
If a registration request is declined, we will provide a written explanation within 14 days.
Safer Surgeries
We aim to reduce barriers to care for vulnerable migrants, including refugees and survivors of trafficking.
We are committed to becoming a ‘Safer Surgery’ to ensure everyone can access the healthcare they are entitled to.
LGBTQ+ Inclusion
We are dedicated to improving the experience of LGBTQ+ patients and providing inclusive care in line with RCGP guidance.
Veterans
We will support veterans by improving how we identify their needs and ensuring appropriate referrals and care.
Training
Our staff will receive the necessary training to recognise and address health inequalities and support patients facing barriers such as communication or literacy challenges.
Working with Patients
We will work in partnership with patients to improve our services.
We will actively support our Patient Participation Group (PPG) and keep patients informed about meetings and feedback opportunities, including survey results and actions taken.
Working with Healthwatch Dudley
We value the role of Healthwatch Dudley in gathering patient feedback and identifying areas for improvement.
We will work with them to enhance access and patient experience.
Contact details will be available for patients who wish to share feedback if concerns are not resolved directly with the practice.
Working with NHS England and the ICB
We recognise the importance of NHS England and the Integrated Care Board in setting standards for general practice.
We are committed to meeting these standards and working collaboratively to deliver high-quality care.
Patient Charter
While we are committed to delivering the standards outlined above, some circumstances may be beyond our control. We appreciate your patience and understanding in such situations.
What We Ask of You
- Please treat our staff with respect. Abusive behaviour will not be tolerated.
- Let us know if you cannot attend an appointment so it can be offered to someone else.
- Inform us as soon as possible if you are running late.
- Be understanding if clinicians are delayed due to emergencies.
- Request home visits only when necessary and, where possible, before 10:30am.
- Provide reception staff with relevant information so they can direct you appropriately.
- Discuss any uncertainties about your treatment with our team and follow medical advice where possible.
- Keep your contact details up to date.
- Inform us of any communication or accessibility needs.
- Respond promptly to correspondence to support your ongoing care.
- Raise any concerns directly with the practice so they can be addressed quickly.