Practice Charter

Our Commitment to you at Sheringham Medical Practice

This charter outlines what you can expect from us and what we ask of you, as we work together to provide safe, effective, and compassionate care.

  • Our aim is to provide a personal, friendly, professional, and confidential service.
  • Treat you with dignity, kindness, and respect, regardless of your background or circumstances.
  • Offer timely access to care, including same-day assessment for urgent needs and a clear route to request appointments or advice.
  • Provide multiple access options: by phone, in person, via our website, or using the NHS App.
  • Support care navigation by ensuring you are directed to the most appropriate member of our team which may include a GP, nurse, clinical pharmacist, physiotherapist, mental health worker, or other specialist.
  • Promote your health and wellbeing through education, prevention, and health checks.
  • Listen to your concerns, explain your treatment clearly, and involve you in decisions about your care.
  • We like to offer you your named GP, or GP of choice, where possible, for continuity of care
  • Respect your confidentiality and privacy in all interactions.
  • Refer you promptly to other services when needed.
  • Listen to your concerns, explain your treatment clearly, and involve you in decisions about your care.
  • We will keep abreast of advancements by attending regular training sessions and updates.
  • Improve continuously by learning from patient feedback, complaints, and clinical outcomes.
  • We welcome and consider all feedback from patients and make best use of our Patient Participation Group (PPG) when making decisions that affect our patients.

What we ask of you:

  • Be respectful and courteous to all staff and other patients. We operate a zero-tolerance policy for abuse or aggression.
  • Attend your appointments on time or cancel in advance if you cannot attend.
  • Missed appointments (DNAs) reduce access for others – please help us reduce them.
  • Only request a home visit if you are too ill to attend the surgery.
  • Engage with your treatment and follow medical advice given by our clinicians.
  • Follow up on your test results a week after your test: should there be any serious abnormality you will be contacted by us promptly.
  • Follow up on a referral made if you have not heard back within the timescale advised.
  • Bear with us if there is a delay – this is likely to be due to another patient needing additional time or an emergency: we will try to keep you informed of anticipated delays.
  • Use our service responsibly and do not expect immediate treatment for non-urgent/routine conditions.
  • Utilise the services of other professional surgery staff – the GP is not necessarily the most appropriate clinician to see.
  • Keep your contact details up to date so we can communicate with you effectively.
  • Use our services responsibly, including choosing the most appropriate route for care (e.g. NHS App, community pharmacy, or online form for routine queries).
  • Use the NHS App to book appointments, request prescriptions, view your health record, and access routine care whenever possible.
  • Allow sufficient time for processing repeat prescription requests and do not pressure staff to process unauthorised medication requests.
  • Keep your contact details up to date so we can communicate with you effectively.

Working Together

  • We are here to support your health – but we rely on your support too.
  • Together, we can reduce waiting times, improve access, and provide better outcomes for everyone in our community.

The Charter sets out patient’s rights in the NHS and the standards of service they can expect to receive in areas addressing, among others, waiting times; information about services and treatment; and privacy and dignity of the patient

Find out more about The NHS Constitution for England – GOV.UK which sets out rights for patients, public and staff within the NHS.