Patients Charter

At Vine Surgery Partnership we are committed to providing a high standard of primary care.

What we will do for you

You will always be treated with courtesy and respect.

We will always offer the treatment we believe is best, by a suitably qualified person, with your informed consent.

We will provide information about our services on our website, in our practice booklets and newsletters.

We will make every effort to respond to requests promptly. Medical emergencies will receive immediate attention and there will be a nominated doctor available each day to deal with these.

Medical advice is available 24 hours a day by dialling 111 for the NHS 111 service.

We will inform you how to obtain the results of investigations.

All appointment requests and prescription requests are managed via Rapid Health. We encourage patients to use the NHS App where possible for ordering repeat prescriptions.

We will strive to promote good health through preventative medicine.

We will respect patients' rights of confidentiality and access to medical records within the law.

We will try to deal rapidly with any problems or complaints.

What you can do for us

We feel that you are partners in the care you receive and we ask you to accept your own responsibilities in return.

We expect you to treat all the surgery staff with respect and courtesy; violence will not be tolerated.

If you are unclear about your treatment, please ask and try to follow the medical advice offered.

All appointment requests should be submitted via Rapid Health. Please provide as much information as possible to help us direct your care appropriately.

Please do not request a home visit unless you are too ill or disabled to attend the surgery. If you can get to the surgery, we will see you.

Please request prescriptions via Rapid Health or, preferably, through the NHS App for repeat medications.

Let us know if you cannot keep an appointment; our time is valuable and can be used to help someone else.

Be understanding when unexpected emergencies delay your consultation.

Find out about how to treat minor illnesses yourself and about disease prevention.

Many illnesses can be detected early by screening programmes; please take advantage of these.