Your rights and responsibilities

Our practice charter

Our practice will aim to:

  • Treat patients with courtesy and respect by all Practice personnel.
  • Offer a routine appointment with the doctor of your choice within 14 working days (this may be longer if requesting a specific doctor).
  • Offer an urgent appointment with any doctor within 1 working day.
  • See patients within 30 minutes of their appointment (If there is likely to be a delay in excess of 30 minutes you will be informed).
  • Have prescriptions approved and sent to your nominated pharmacy within 48 hours of request, excluding weekends and public holidays.
  • Offer a routine appointment with a practice nurse within 5 working days.
  • Welcome all comments and suggestions about the practice.
  • Deal with complaints in a professional and efficient manner. If you have a complaint please read our complaints procedure.
  • We wish to make the Cleevelands Medical Centre 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.

Patient’s responsibilities

To help us, we would be grateful if you would:

  • Advise us if you are unable to attend for an appointment so someone else may benefit from the cancellation. If you are late for an appointment, you may be asked to rebook it for another time. Please note, patients who fail to attend or cancel appointments on a frequent basis, can be asked to register with another surgery.
  • A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity please ring the surgery before 10:30am if at all possible.
  • An urgent appointment is for an urgent medical problem.
  • Request repeat prescriptions in writing & allow 2 working days for the practice to process. It may take some additional time for your nominated pharmacy to prepare your medications. Take care over weekends and public holidays.
  • Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve. If you have more than one condition, please request a double appointment.
  • For the safety & comfort of others, please act in a responsible, respectful and courteous manner whilst on the practice premises.. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs, please view our zero tolerance policy.
  • Please treat all surgery staff, fellow patients, carers and visitors politely and with respect.

Patient’s rights to general medical services

  • To be offered a health check on joining a doctor’s list for the first time.
  • To have appropriate drugs and medicine prescribed.
  • To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
  • To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
  • To choose whether to take part in research or medical student training.

Cleevelands Medical Centre mission statement and values

Mission statement

Cleevelands Medical Centre aims to offer safe, accessible, quality care in a responsive and courteous manner so that each patient matters

Vision statement

We aspire to promote and enhance the health and well-being of our patients, by working in partnership with them, our practice team and other health and social care colleagues.

Values statement

  • Quality: to continuously improve the quality of service which we provide
  • Excellence: to provide the highest standards of evidenced based care
  • Safety: to provide the safest care in the safest environment
  • Care: to treat all of our patients with compassion, dignity, respect, integrity and equality
  • Engagement: to engage with our patients, carers, team and partner organisations