Practice Charter
Our Vision: To deliver safe, effective, compassionate and inclusive care, with patients at the heart of everything we do. Through continuous improvement and high-quality primary care, we aim to support healthier, more independent lives for our community.
What you can reasonably expect from The Deepings Practice
- To receive clear information about the services available at our two sites and how to access them. Our Practice information is available on our website and in printed format on request and will be reviewed regularly.
- To be treated with courtesy, dignity, respect and confidentiality by all members of the Practice team. Staff will identify themselves by wearing a name badge where appropriate.
- To access same-day and routine appointments through our triage system. We will assess your needs and, where appropriate, offer an appointment or direct you to the most suitable service. Where we are unable to provide the care you require, we will advise you of an appropriate alternative service.
- To request a home visit if you are medically unable to attend the Practice. Wherever possible, requests should be made before 10.30am. All home visit requests are clinically assessed and triaged by the Practice. A home visit will be arranged where this is considered clinically appropriate. You may not be visited by your usual clinician.
- To request access to your medical records, subject to the relevant legal requirements and limitations.
- To be referred for further investigation or specialist care where this is clinically appropriate and agreed with your clinician.
- To have authorised repeat prescriptions processed within the Practice's published timescales. Patients using our dispensing service will be advised when their medication is ready for collection.
- For clinics and appointments to run as close to their scheduled time as possible. Occasionally, clinical emergencies or unforeseen circumstances may cause delays. We will keep you informed where there is a significant delay.
- To be informed when a GP registrar, medical student or other healthcare professional in training is involved in your care, and to decline their involvement if you wish.
- To have your concerns, complaints and feedback listened to and handled appropriately, fairly and respectfully.
- To request reasonable adjustments or information in an accessible format where required. Please let us know how we can best support you.
We ask you to help us provide an efficient and safe service
- Please arrive on time for your appointment and let us know as soon as possible if you are unable to attend.
- Please provide accurate and relevant information about your symptoms and circumstances so that we can assess your needs appropriately.
- Please treat all Practice staff, clinicians and other patients with courtesy, dignity and respect. Aggressive, abusive, threatening or discriminatory behaviour will not be tolerated.
- Please notify us promptly of any changes to your name, address, telephone number or other relevant contact details.
- Please order repeat prescriptions in sufficient time and follow the Practice's published prescription ordering arrangements.
- Please respect the confidentiality and privacy of other patients when attending the Practice.
Working Together
We believe the best healthcare is achieved by working in partnership with our patients. We welcome feedback, compliments and suggestions about our services and use this information to help us improve the care we provide. 04.09.2026