Practice Charter

The Rights and Responsibilities of Patients

Patients’ Rights

You have the right to:-

  • Receive health care on the basis of clinical need, regardless of your income.
  • Equal treatment, regardless of race, gender, age or disability or nature of your health problems as long as you reside within the practice boundaries and qualify for NHS treatment (details of the practice boundary can be obtained from the reception staff).
  • Have reasonable access to high quality service and facilities.
  • Receive information on what is wrong with you and the treatment options available.
  • Ask questions and be given truthful and clear answers.
  • Ask for a second opinion on your diagnosis or treatment.
  • Ask to have someone with you (friend, relative or interpreter) at any time. You may find this beneficial, particularly if you are asking questions or need moral support.
  • Register with a Medical Practice. If a Practice is unwilling to take you onto their list you should be given a written reason for this decision. NHS Croydon can arrange for you to be registered with a Practice, please phone 020 8335 1400 for this service. You are entitled to change your Practice at any time. You do not have to give a reason for your decision.
  • Refuse treatment as you see fit. This includes examinations, tests, diagnostic procedures, medications, operations etc.
  • Refuse to be examined or treated in the presence of medical students.
  • Refuse to be involved in research trials.
  • Information on GP Practices in your area and the services they provide. All practices must provide an information leaflet.
  • Confidentiality – personal information about your health is confidential and should only be disclosed to those who need that information to provide you with effective treatment.
  • Access all records stored on computer. You are entitled to copies of your records; however, a charge may be levied if deemed excessive. If you wish to see your records you should apply in writing to the General Manager.

Human Rights

It is your right to be treated as a human being by another human being as they would wish to be treated themselves, ie with dignity, politeness, respect and consideration.
Further information about your rights can be found at

Patients’ Responsibilities

Patients have certain responsibilities:-

  • Keeping appointments. Please try to arrive on time. If you are unable to attend an appointment, please inform the clinic or surgery in good time. Our 24/7 telephone and web booking systems are available for such eventuality.
  • Treat all healthcare staff in a reasonable, courteous manner.
  • Use emergency services in a responsible manner. Please use the out-of-hours services for emergencies only and not for routine care.
  • Take care with medicines. Medicines are for the intended person only and should not be shared. Keep them safely away from children and in the original container. Take any unwanted medicines to a chemist for safe disposal.
  • Inform the practice of any change of name, address, telephone number or email.
  • Keep young children in your care under constant supervision and ensuring that they behave appropriately at all times whilst on the surgery premises.
  • Switch off mobile phones whilst on the surgery premises.
  • As patients, you are responsible for your own health and that of any dependants. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.


The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.