Patient Charter

The Porch Surgery is committed to working in partnership with the local Community to provide, within the financial constraints imposed, an efficient, effective and compassionate primary health care service.




1. Any patient requiring an urgent appointment will be offered one on the same day.

2. All requests for house visits received before 11 o’clock, if considered appropriate, are made on the same day.

3. During the working week, repeat prescriptions are processed within 48 hours.

4. All patients will be treated in a friendly, helpful and compassionate manner.

5. All patients, whenever possible, will be involved in any decisions about their treatment.






These surgeries are held on a daily basis for patients with a medical condition which can’t wait until the next available routine appointment.  These appointments are intentionally brief; patients who attend with long-standing problems may be asked to come back and see their doctor in a routine surgery, as there is insufficient time to deal with these problems thoroughly.




We appreciate that surgeries can run late. This is because we are unable to predict the exact length of time consultations will take. However, in order to keep the appointment system running as smoothly as possible, it is essential that patients arrive at the surgery a few minutes before their allocated time. Reluctantly, we have decided that patients arriving late may be asked to re-book.




If you are unable to attend your appointment, please ensure that you cancel as early as possible so that somebody else can be offered the appointment.



We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances. Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private. All information about you is held securely and appropriate safeguards are in place to prevent accidental loss. In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc. To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others. You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.