Patient Charter

Welcome to Twyford Surgery’s Patient Charter

This page shows what you can expect from us in terms of care, access, and communication and how you can support the smooth running of our services. It’s based on NHS England’s “You and Your General Practice” guidance, which outlines what practices should provide and how patients can help get the best from their GP service.

1. How & When You Can Contact Us

  • You can reach the practice in person, by phone, online, or via the NHS App during core hours (8:00am to 6:30pm, Monday to Friday – excluding Public Bank Holidays).
  • Our online consultation tool is available throughout core hours for non-urgent appointment requests, medication queries and administrative tasks.

2. When We Are Closed or in an Emergency

  • If you urgently need help outside these hours and can’t wait, please call or go to NHS 111.
  • In a life-threatening emergency, call 999 or go to Accident & Emergency (A&E).

3. Appointments & Responses

  • When you request an appointment by phone, in person or online, we will review your need and respond within one working day with one of the following:
    • Same-day or future appointment
    • Telephone consultation
    • SMS advice or referral to another NHS service (e.g., pharmacy) 

4. Who May See You

  • You may be seen by a GP, nurse, pharmacist or other trained staff member.
  • If you have a carer and consent, they may speak on your behalf.
  • While you may request a specific clinician, this may involve a longer wait.

5. Seeing a GP By Yourself

  • If you are 16 or over, you can attend appointments alone.
  • If you are under 16, you may still request an appointment without a Parent / Guardian if appropriate.

6. Support Needs

  • Let us know if you need extra help, such as:
    • Interpretation services in your language
    • Longer appointment times, wheelchair access, or alternative formats

7. How to Register or Choose a Practice

  • You may register with us at any time; you do not need to provide ID, proof of address, or an NHS number.
  • If you are homeless or new to the UK, you can still register at the surgery.
  • If you are temporarily in the area (under 3 months), you may register as a temporary patient.

8. Choosing Your Care

9. Charges

  • General practice services are free under the NHS.
  • Fees may apply for Non NHS Services (e.g., private work, insurance letters, etc.)

10. Mutual Respect

  • We promise to treat everyone with fairness, courtesy, and respect.
  • In return, we ask that patients and visitors treat staff with the same respect.
  • Violent or abusive behaviour may result in removal from the patient list.

11. How You Can Help

  • Be prepared: Write down symptoms and concerns before your appointment.
  • Be on time: Delays affect others. If you are more than ten minutes late for your appointment, you may not be seen on that occasion.
  • Cancel early: Let us know as soon as possible if you can’t attend. This enables us to offer it to another patient and avoid the appointment time being wasted.
  • Use digital services: The NHS App or website can help with bookings, cancellations, prescriptions, and viewing test results.
  • Keep your records up-to-date: If any of your demographic details change, (such as your phone number, address, name, etc.) please notify us as soon as possible.
  • Enable notifications: So we can reach you with updates.
  • Order medications on time: To avoid running out or waste, we kindly request that your order your medication ten working days before it is due to run out and please only request the items you need. In addition, please allow 2 working days for the surgery to process your prescription.
  • Join our Patient Participation Group: Help us improve services.

12. Feedback & Complaints

  • For feedback or concerns, please see our Feedback section. All feedback is review by the Senior Practice Management team and is lead by the Practice Manager. Where appropriate, feedback is also shared with the staff involved or the wider surgery team.
  • You can also contact Hampshire & Isle of Wight Integrated Care Board (ICB) or Hampshire Healthwatch if you prefer.
  • If your concern becomes a formal complaint under NHS procedures, we will guide you through the process.
  • We log feedback (date, method, type, outcome, improvements) for ongoing learning and quality assurance.