MPCC Patient Charter

This charter is based on NHS England’s “You and Your General Practice” guidance (published 19 August 2025). It sets out what you can expect from Malmesbury Medical Partnership and how you can help us deliver the best care. A link to the national document will also be available on our practice website homepage.

Malmesbury Medical Partnership

Patient CharterEffective from 1 October 2025

This charter is based on NHS England’s “You and Your General Practice” guidance (published 19 August 2025). It sets out what you can expect from Malmesbury Medical Partnership and how you can help us deliver the best care. A link to the national document will also be available on our practice website homepage.

When and How Can You Contact Us?

We are open Monday to Friday, 8.00am – 6.30pm.You can contact us by:

What if the Practice is Closed?

If you need urgent help when we are closed, go to 111.nhs.uk or call 111.

What if it’s an Emergency?

If it’s serious or life-threatening, call 999 or go to Accident & Emergency (A&E) immediately.

What Happens When You Contact Us?

When you request an appointment:

  • We may ask for brief details so our team can assess what’s best for you.
  • You will be told within one working day what happens next.

This could be:

  • An appointment (same day or future date).
  • A telephone or video consultation.
  • A text message with advice.
  • Signposting to another NHS service (such as a pharmacy).

We will always base decisions on your clinical need. We will never tell you to “just call back tomorrow.”

Who Might Help You?

You may be seen by a:

  • GP
  • Practice Nurse
  • Clinical Pharmacist
  • Healthcare Assistant
  • Another member of our team trained to help with your condition

We will try to accommodate requests for a preferred clinician, but this may mean waiting longer. Continuity of care is particularly encouraged for long-term health conditions.

From What Age Can You See a GP on Your Own?

  • 16 and over: you can make and attend appointments by yourself.
  • Under 16: you can still ask to see a GP without your parent/guardian. The GP will decide if this is appropriate for you.

What if You Need Extra Help?

Please tell us if you need:

  • An interpreter.
  • Longer appointments.
  • Wheelchair access.
  • Information in an alternative format (large print, braille, easy read).
  • A quiet space.

We will do our best to meet your needs.

Registering with Malmesbury Medical Partnership

  • You can register by visiting us in person, calling, or using the NHS website.
  • You do not need ID, an NHS number, or proof of address. These can help, but are not required.
  • You can register even if you are homeless or new to the UK.
  • If we are unable to register you, we must explain why in writing within 14 days. This will only ever be for fair reasons, such as living outside our boundary or a closed list.

Referrals to Hospitals or Clinics

If you need a referral, you usually have the right to choose which hospital or service you attend. We will discuss your options with you.

If You Are Away From Home

If you are staying elsewhere in the UK for more than 24 hours but less than 3 months, you can register with a practice near where you are staying as a temporary patient.You can also change your nominated pharmacy to collect medicines locally.

Charges

NHS GP services are free.We may charge a fee for private work such as:

  • Insurance letters
  • Holiday cancellation forms
  • Private medical reports

A full list of charges is available from reception.

How Everyone Should Be Treated

  • We will always treat you fairly, kindly, and respectfully.
  • In return, we ask you to treat our staff and other patients with the same respect.
  • We operate a zero-tolerance policy for violence, abuse, or discrimination. Patients who act in this way may be removed from our list.

How You Can Help Us

  • Be prepared: bring notes on your symptoms or questions to appointments.
  • Be on time: lateness affects other patients.
  • Cancel if needed: let us know as soon as possible so we can offer the slot to someone else.
  • Use digital services: the NHS App and PATCHS can be used for booking, prescriptions, and test results.
  • Turn on notifications in the NHS App so you don’t miss messages.
  • Order medicines in good time and only request what you need.
  • Join our Patient Participation Group (PPG) to help shape local services – details are on our website.

Feedback and Complaints

If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the Practice Manager.

If you don’t feel comfortable doing this, contact your Integrated Care Board (ICB) – the local NHS body that oversees GP practices. You can find your local ICB on the NHS England website:👉 Find your local ICB – NHS England

You can also give feedback about our practice to your local Healthwatch. Their role is to make sure NHS leaders and decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch, visit:👉 Find your local Healthwatch

Equality and Inclusion

Malmesbury Medical Partnership is committed to equality, inclusion, and fairness. We will make reasonable adjustments to support patients with additional needs.

Review

This charter will be reviewed annually in partnership with our Patient Participation Group (PPG) to ensure it reflects both national guidance and the needs of our patients.

📍 Malmesbury Medical Partnership☎ 01666 825825🌐 https://malmesburypcc.nhs.uk/
💻 Contact us via PATCHS
Aligned with NHS England’s “You and Your General Practice” (19 August 2025)Effective from 1 October 2025