Patient Charter

About This Charter

This Patient Charter sets out what you can expect from Helix Medical Centre, and what we ask from you in return. It reflects our commitment to safe, fair, and accessible care for all our patients.

You can contact us in whichever way works best for you.

We won’t simply ask you to “call back the next day,” as we understand that doesn’t provide the help you need.

How We Handle Your Requests

• All contact methods (calls, online forms, walk-ins) are triaged by trained staff.
• We will prioritise based on clinical need, not order of arrival.
• We aim to:
  • Acknowledge or respond to online requests within 2 working days.
  • Offer appropriate care: a phone call, face-to-face appointment, advice, or signposting.
• We may direct you to a community pharmacy, social prescriber, or other service if appropriate.
• You may be directed to:
  • A community pharmacy
  • A social prescriber
  • Another appropriate service

What You Can Expect from Us

We are committed to providing:

• Safe, timely, and respectful care
• Access to a wide range of healthcare professionals
• Confidential and legal handling of your personal information
• Clear communication and appropriate follow-up
• Referrals (urgent within 48 working hours; non-urgent within 7–10 working days)
• Repeat prescriptions processed in 2 working days (48 hours) (see section below)
• A reliable test result system (see section below)
• A clear, structured appointments system with triage for urgent requests

Appointments & Services

Appointment Triage & Access

• Urgent same-day requests are triaged by a Duty Doctor.
• Receptionists will ask for information to help with triage—if you're unable to speak openly, please let us know.
• You must provide a contact number where the Doctor can reach you.
• Routine appointments can be booked in advance via reception.

Appointment Delays

• If there's a delay over 20 minutes, we will try to inform you.
• If you cannot wait, speak with reception to rebook.

Waiting Times

• Surgeries aim to start on time.
• We aim to see you within 20 minutes of your appointment.
• If a Doctor is called away for an emergency, our receptionist will:
  • Inform you
  • Offer an alternative appointment
  • Allow you to wait for their return

Appointment Etiquette

To help us run clinics efficiently:

• Do not save up multiple issues for one appointment—book longer if needed.
• 10 minutes is allocated per condition/issue.
• One patient per appointment—family members must book separately.
• Arrive on time. If you are late, we may need to rebook your appointment. It is preferable that you arrive around 5 minutes prior to your booked appointment time, this will allow you sufficient time to prepare yourself or your children and check in for your appointment.
• If you arrive late; patients arriving late will need to speak to the receptionist as it may not be possible for the clinician to see you. In this instance you would be asked to rebook your appointment.
• Patients are asked to consider logistical difficulties and the time involved in travelling to the practice.

Home Visits

• Must whenever possible, be requested early in the day.
• A GP may call first to assess your need.
• Home visits are for medical necessity only—not for convenience.
• We cannot guarantee a specific GP.

Repeat Prescriptions

Require 2 working days (48 hours) notice.

• Will be signed by a GP Partner where possible.
• Not accepted by telephone:
  • Request in person
  • Via your pharmacy
  • Via the Electronic Prescription Service (EPS)

Test Results

• It is the patient’s responsibility to contact the surgery for results.
• Call between 10am to 6pm.
• Results may also be viewed on the NHS App.
• Reception staff cannot interpret results but may arrange a GP call-back.
• If the test was requested by a hospital or external clinician, patients should contact that department directly, not the GP surgery.

Transfer of Medical Records

• We use the GP2GP electronic transfer system.
  • Most records arrive within minutes.
  • Some large files (over 5MB / 99 attachments) must be requested manually.
• We aim to dispatch records within 14 working days or same day if urgent.

Privacy & Confidentiality

• We respect your privacy, dignity, and confidentiality at all times.
• Staff are legally bound to keep your information confidential.

Out of Hours Emergencies

• When we are closed, your call will divert to the Herts Out of Hours Team.
• For medical emergencies, always call 999.

What We Ask from You - Help us to help you:

• Treat our team with courtesy and respect.
• Aggressive behaviour, swearing, or intimidation will not be tolerated and may result in removal from our list.
• Respond positively to reception staff queries—they work under GP instruction.
• Arrive on time for your appointment.
• Cancel unwanted appointments promptly.
• Use our 24-hour cancellation line: 01279 594450 (Option 2)
• Only request home visits when medically necessary.
• Use your appointment responsibly - book separate slots for separate concerns or family members.
• Allow 48 hours for prescription requests.

Feedback & Complaints

We value all feedback - you can contact us:

• Via our website
• In person or by phone via reception; if the matter cannot be resolved immediately, it will be escalated to our Operations Manager for further review and follow-up.
• In writing to our Complaints Manager

Let us know if you’re unhappy - we want the chance to put things right.

More Information

Visit: www.helixmedicalcentre.co.uk
Phone: 01279 594450
NHS Services: www.nhs.uk

Download the full patient charter here (PDF, 3.95MB)