Purpose of the Charter
This Charter sets out the rights you have as a patient of Strensham Road Surgery and the standards of service you can expect from us, together with the responsibilities we ask you to accept so the practice and the wider NHS can function fairly and effectively.
Our Commitments to You
| Theme | What you can expect |
| Registration & Continuity | The right to register with a GP practice and to have a named, accountable GP responsible for your overall care. Wherever possible we will book you with that GP (or another of your choice) for continuity. |
| Access & Waiting Times | Urgent need: same-day assessment. Routine appointments: offered within a clinically appropriate timeframe. You should be invited in within 30 minutes of your booked time or be given an explanation. For hospital care you have the right to start consultant-led treatment within 18 weeks of referral, and to see a specialist within 2 weeks for suspected cancer. |
| Choice & Informed Decisions | You have the right to make informed choices about investigations, treatments and providers, and to ask for a second medical opinion if you and your GP think it helpful. We will explain benefits, risks and alternatives in plain language and invite your questions. |
| Communication & Accessible Information | We will adapt our communication to your needs—large-print letters, braille, BSL or language interpreters—under the Accessible Information Standard. Please tell us what works best for you. |
| Privacy, Dignity & Chaperones | All consultations will be conducted in settings that respect your privacy. A trained chaperone is available for any examination—just ask when booking or on arrival. |
| Confidentiality & Your Records | Your records are kept confidential in line with UK GDPR. You may view or request copies via a Subject Access Request or the NHS App, and you can opt out of wider data sharing for research and planning. |
| Safe, High-Quality Care | All clinicians maintain their skills through regular training and follow up-to-date national guidance. The practice is inspected by the CQC and currently rated Good. |
| Repeat Prescriptions | Electronic or written requests are processed within 3 working days; please allow pharmacies extra time to dispense. Long-term medication is reviewed at agreed intervals. |
| Health Promotion & Self-Care | We provide evidence-based advice, screening and vaccination invitations to help you stay healthy. |
| Openness & Feedback | We operate a transparent complaints procedure, report patient safety incidents, and actively seek feedback through surveys and our Patient Participation Group (PPG). |
| Zero Tolerance of Abuse | Strensham Road Surgery follows the NHS Violence Prevention and Reduction Standard. Aggressive, abusive or threatening behaviour may lead to removal from the list. |
Your Responsibilities to the Practice
- Treat everyone—clinical and non-clinical staff as well as other patients—with courtesy and respect.
- Give accurate clinical information to receptionists (our care coordinators) so they can book you with the most appropriate professional.
- Arrive on time. If you are more than 10 minutes late we may need to reschedule.
- Cancel unwanted appointments as soon as possible—ideally 48 hours’ notice—so we can offer the slot to someone else.
- Order repeat medication in good time (5 working days before you run out) and avoid telephone requests for safety reasons.
- Book a separate appointment for each person or for multiple complex problems.
- Request home visits only if house-bound or clinically unable to attend; please phone before 10:30 am.
- Engage in screening, vaccination and healthy-lifestyle programmes offered to you.
- Follow up on test results after one week via the NHS App or by phoning reception. Abnormal results that require action will be communicated proactively.
- Follow up on hospital referrals if you have not received an appointment within the timescale advised; our secretaries will help if you cannot.
- Keep your personal details up-to-date (address, phone, email) and tell us about any communication needs or accessibility requirements.
- Use NHS resources wisely—for example, choose the most suitable service (self-care, community pharmacy, NHS 111, GP, urgent treatment centre or 999) for your condition.
Learning from Your Experience
We value all feedback—positive or negative—and use it to improve services. You can:
- Complete the Friends & Family Test on the NHS website,
- Email or write to the Practice Manager; Mrs. Hala Zendah hala.zendah@nhs.net
- Telephone 0121 440 3720.
If you feel your concern is unresolved you may escalate to Birmingham & Solihull ICB or the Parliamentary & Health Service Ombudsman.
Keeping this Charter under review
This document is reviewed annually, or sooner if national policy changes (for example, updates to the Accessible Information Standard expected in 2025).
Date of issue: 23 June 2025 Next review due: June 2026
Strensham Road Surgery partners and staff