Practice Charter

The members of the practice team are committed to giving you the best possible service. This will be achieved by working together. Please help us to help you


  • We will ensure that our surgery is clean, comfortable and readily accessible. This will include facilities for the disabled.
  • We will offer a range of appointment times to suit the needs of the local population.
  • On weekdays, patients with routine problems will be offered the opportunity to consult a doctor or a nurse in the surgery within 48 hours. Patients with non-urgent problems will be offered an appointment with their usual doctor as soon as possible. Patients with urgent problems will be advised by a doctor as soon as is practicable and seen, as necessary, in the surgery or at home.
  • On the majority of occasions, patients will be seen promptly. Please remember that there may be times when the doctor has to leave to attend an emergency or has to give additional time to a patient in surgery. If this happens, an explanation will be available from the receptionist.
  • Patients will have the facility to consult any other member of the practice team - for example, the practice nurse or health visitor – for advice about any health problems or for advice about health promotion.
  • If the doctor you wish to see is not available, you will have the chance to see another doctor, or you will be offered an alternative appointment with your chosen doctor.
  • Waiting time at the reception desk will be kept to a minimum and you will be informed of any expected delays to your booked appointment time.
  • Referrals to other agencies, specialist medical or other services will be dealt with quickly and efficiently. Normally any routine written referral will be sent off within seven working days.
  • You can expect a full explanation of your condition and information and advice on the options available to you.
  • We will return reports for information for non-medical bodies (solicitors, insurance companies, etc.) within four working weeks of receipt, unless greater urgency is stressed. Our medical work takes priority.

When You Visit The Surgery

  • You will be treated as an individual, with dignity, courtesy and respect. Please treat receptionists and staff in a similar way. A patient’s need for privacy will be respected at all times.
  • Wherever possible, we will provide an area set aside for confidential conversations between patients and reception staff.
  • If the primary health care team member you consult would like a medical student to attend a consultation you have the chance to agree or refuse before the consultation begins.

Help Us To Help You

Please read our practice booklet, paying particular attention to the different times for telephoning for visits, repeat prescriptions and appointments. Along with this website it will help you to get the best out of the services we offer.

  • Please do everything you can to keep appointments. If you arrive later than your appointment time this will cause delays and inconvenience to following patients, who may then be seen before you. If the doctor is running late, please bear with us - on another occasion it may be you who needs the extra consultation time.
  • If you are unable to keep your appointment, please make a point of cancelling it.
  • Please understand that it is not the receptionist’s fault if the doctor is delayed.
  • Please remember to tell us if you change your name, address or telephone number.
  • Please do not call out of hours except in cases of real emergency.
  • Whenever possible, please wait for the next surgery.
  • You should ensure that, where you are given medical records such as the ‘Personal Child Health Record’ for children born since April 1992, you keep these safe and make them available to your practitioners whenever they are needed.


The practice is fully computerised and the confidential information held on computer is covered by the Data Protection Act.

The Data Protection Act 1998 governs the use of personal information through data protection principles. These principles require that personal information is:

  • Processed fairly and lawfully
  • Processed for one or more specified and lawful purposes, and not further processed in any way that is incompatible with the original purpose
  • Adequate, relevant and not excessive
  • Accurate and, where necessary, for the purpose for which it is being used
  • Processed in line with the rights of the individuals
  • Kept secure with appropriate technical and organisational measures taken to protect the information

As we process personal information covered by the Act, our staff comply with the Data Protection principles.

Access To Medical Records

For routine Audit purposes, representatives of the Primary Care Trust will be required to look at patients’ medical records. The auditors may not be medically qualified but all are bound by their contract of employment to respect confidentiality. However, if you do not wish your notes to be used in this way, please inform us at the front desk and your notes will be annotated accordingly. Insurance Companies and Solicitors will ask for access to your medical records in certain circumstances, eg mortgage applications and accidents. We will only release this information if you have signed a medical records release form.

Compliment & Complaints

  • If you have a comment or complaint about the way things are run, or if you have a problem with any member of the team, please talk to the practice manager.
  • We will ensure that any comment or complaint is taken seriously. It will be confidentially investigated. A reply and/or the chance to talk about it will be arranged to resolve matters within seven days of the initial contact.
  • We want to improve services and will welcome any comments you have which will help us to do that.
  • Constructive suggestions from patients to improve any part of the practice will always be welcome. Complaints will be discussed openly and taken seriously. These can be made via the practice manager. All written complaints will be acknowledged in writing.

Zero Tolerance

We all have our bad days, and when we feel ill we may feel down and a little more irritable than is normal. All our staff are here to help you. Reception staff are following procedures that help the practice to function efficiently. The staff have the right to work in a safe and secure environment and we, as employers, have the legal responsibility of providing that safe and secure environment. The practice will not tolerate:

  • Verbal abuse to staff which prevents them from doing their job or makes them feel unsafe.
  • Threats of violence or actual violence to a GP or a member of his or her staff. The GPs have the right to remove from the practice list, with immediate effect, any patient who behaves in the above manner 
Haslemere Health Centre - Church Lane, Haslemere, GU27 2BQ
  • Telephone 01428 748206
Fernhurst Surgery - Crossfields, Fernhurst, Haslemere, GU27 3JL
  • Telephone 01428 651040
Website supplied by Oldroyd Publishing Group
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