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Practice Charter

Our aims are to offer the highest standard of healthcare and advice to our patients, with the resources available to us. We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence. We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

Our Patient Charter is:

• You will be treated with courtesy and respect by all Practice personnel.
• An urgent appointment with a Doctor or Nurse Practitioner will be available on the same day.
• A non-urgent appointment with a Doctor will be offered within 24 hours
• A non-urgent appointment with a Doctor of your choice will be available within 10 surgeries for that Doctor.
• Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the Receptionist for an explanantion.
• We aim to answer the phone within 6 rings.
• An appointment with a Practice Nurse will be available within 3 working days.
• Requests for repeat prescriptions will be dealt with within 48 hours. This can be in person, online or by telephoning 01538 384207 between 12pm and 6pm.
• All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
• If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.

We wish to make the John Kelso Practice as accessible as possible. If you have hearing, visual or physical difficulties please let the Receptionist know so that we can enable you to fully use our services.

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