Patient Charter


The care of your health is a partnership between yourself and the Primary Health Care Team.  The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

All members of the Cadbury Heath Healthcare team are dedicated to a quality policy to achieve health services which meet the patient’s requirement.

The Practice complies with the Data Protection Act 1988 and Access to Health Records Act. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from District Nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases.
  • Anonymised patient information will also be used at local and national level to help services e.g. for diabetic care.
  • If you do not wish anonymous information about you to be used in such a way, please let us know.
  • Reception and administration staff will require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.


  • be registered with a General Practitioner
  • change doctor if necessary
  • be referred for specialist or second opinion if both patient and GP agree
  • have a chaperone present during a consultation – please ask if required
  • access the following services, although prior arrangement may be necessary:
  • Interpretation and translation services
  • Sign language


The Practice abides by an equal opportunities policy for patients.

The aim of this policy is to ensure that no patient receives less favourable treatment on the grounds of sex, race, colour, nationality, ethnic or national origin, sexual orientation or disability.

The Practice will do its utmost to ensure that all patients are treated fairly and that the Practice environment is free from discrimination and harassment.



  • All patients will be treated with courtesy and respect and we will respect our patients’ privacy and confidentiality at all times.


  • Patients should treat all staff members with courtesy and respect



  • The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.  In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.


  • Our staff have the right to work in a safe environment free from violent and abusive behaviour



  • All patients will be asked for the reason they need an appointment so that they can be offered an appointment with the most appropriate healthcare professional.
  • All information discussed will be treated in strict confidence and will not be relayed to a third party.
  • If your appointment is delayed longer than 30 minutes and you have not been advised that there has been an emergency, please talk to the Receptionist.
  • A telephone consultation with a doctor may also be possible by request.








  • We aim to offer a routine appointment within 3 weeks, although this may not be with your own GP.
  • If you require an urgent appointment, you will be allocated an appointment the same day.

Definition of URGENT:

A condition that you feel needs to be seen that day.

Definition of EMERGENCY:

A life-threatening condition requiring emergency care, for example chest pains, breathing difficulties, severe bleeding.

  • We aim to see you within 30 minutes of your appointment time. However, sometimes an emergency causes the doctor to run late.



  • PLEASE INFORM US AS SOON AS POSSIBLE if you are unable to keep your appointment so that it may be offered to another patient.


  • Please ensure your up-to-date home and mobile telephone contact numbers are given to the surgery

  • If a patient fails to attend more than three appointments without cancelling in advance, we may have to ask the patient to leave the practice.


  • We will send patients a text message appointment reminder.

  • Please telephone after 1.00 p.m. for test results.
  • We will ensure that, if available, all test results will be relayed to the patient.

  •  We require at least 48 hours’ notice for a repeat prescription request.
  • Without this, we cannot guarantee to issue your prescription in less time.
  •  We will process prescriptions within the 48 hour timescale.

  • Patients can self-certify for the first 7 days, but will then need a sick note from the GP.


Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly.

We make every effort to give the best possible service to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine case for complaint.  If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.

To pursue a complaint, please contact Kath Horne, Managing Partner, who will deal with your concerns.
Tel: 0117 9805724







Contact Details

Tel: 0117 980 5700
Fax: 0117 980 5701

Cadbury Health Health Centre
Parkwall Road
Cadbury Heath
BS30 8HS

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