A summary of our commitment to patients and what we expect from you
Patient’s Charter – Colton Mill & The Grange Medical Centre
NHS England has introduced a Patient’s Charter which sets out clear standards for patients and general practices in England.
You can read the full charter here:
You and your general practice – NHS England You are your general practice
Key Standards in the Patient Charter
Contacting Colton Mill & The Grange Medical Centre
Patients can contact us in the following ways:
Online (preferred method)
Submit online requests between 8:00 am and 6:30 pm, Monday to Friday.
👉 Access our online consultation system via the practice website or NHS App Online requests
Response time – We will consider requests for appointments or clinical advice and inform you within one working day what will happen next.
By phone
Call us 8:00 am to 6:00 pm, Monday to Friday. If you are requesting a GP appointment, our care navigators will ask you to complete an online form or they can complete this on your behalf.
Between 6:00 pm and 6:30 pm, calls will be answered by our out-of-hours provider.
Outside these hours, please contact NHS 111.
In person
Our reception desks are open Monday to Friday, 8:00 am to 6:00 pm (Wednesdays at Colton Mill is open until 8pm). If you are requesting a GP appointment, our care navigators will ask you to complete an online form or they can complete this on your behalf.
Outside opening hours, please contact NHS 111.
Appointment options
You may be offered a face-to-face, telephone, or online appointment with a GP, nurse, pharmacist, or another appropriate healthcare professional.
We will respect your preference wherever possible, although clinical need may take priority.
Choice of clinician
You may request to see a specific clinician for continuity of care. Please note this may result in a longer wait.
Fair registration
If your registration request is declined (for example, because you live outside the practice boundary), you will be informed in writing within 14 days, with an explanation.
Mutual respect
Our staff will treat all patients fairly, kindly, and with respect. We ask patients to do the same.
Abusive or threatening behaviour will not be tolerated and may result in removal from the practice list.
What if it’s an emergency?
If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.
What happens when you contact your practice to request an appointment?
Whether you make your request by phone, on-line or visiting our practice, you will be asked to provide us with some details so that the GP triage team can assess what is best for you based on your clinical need. The GP Triage Team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.
This could be:
- An appointment that day or a subsequent day
- A phone call that day or a subsequent day
- A text message responding to your query
- Advice to go to a pharmacy or another NHS service.
Our practice will decide what is best for you based on your clinical need.
What if we have reached capacity for same day appointments?
If we have reached capacity for urgent same day appointments, we may direct you to other local services such as NHS 111, local pharmacy, walk in centre, Minor injuries unit, sexual health clinic or A+E to ensure you can be assessed and treated appropriately.
Who might help you?
You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist.
If you have a carer, they can speak for you with your consent.
You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.
It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.
From what age can you see a GP on your own?
If you are 16 or older, you can make and go to appointments by yourself.
If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that’s appropriate for you.
What if you need extra help?
If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.
If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.
How do you choose a general practice?
You can:
- Call or visit a local practice
- Use Find a GP online.
If you want to change to a new general practice you can do so at any point. Most people have a few choices nearby.
How do I register with you?
Visit our website New Patients Registrations
Visit us in person – collect a registration form
Can I register if I live outside your boundary?
We do register some patients who live outside the practice boundary if appropriate. The registration type does not include access to home visits. Any applications for out of area registrations will be considered on an individual basis.
Do you need ID or proof of address?
No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP. You can also register with a practice if you are homeless.
If you are new to the UK
You can still register with a GP. It’s free to use and your immigration status does not affect your right to register with a GP.
Can a practice say no to registering you?
We must write to you within 14 days if we say no and explain why. A practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, we cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.
If you are away from home but still in the UK
If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you’re staying.
Can you choose which hospital or clinic you are referred to?
If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.
You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.
Do general practices charge for anything?
NHS GP services are free. Sometimes, if you ask the GP to do private work (like writing a letter for insurance), they may charge a fee. Please visit our private fee charges on our website Non NHS Services
How should everyone be treated?
The practice will treat everyone fairly, kindly and respectfully. Likewise, you should also treat staff with respect. The practice can remove patients from our list if they are violent or abusive to staff.
To learn more about your rights, you can read the NHS Constitution.
How can you help your general practice?
- Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
- Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
- Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
- Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
- Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily. Please keep an eye out for messages.
- Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
- Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers.
How can you give feedback or raise concerns?
If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. Our complaints form is available on our website Complaints – Colton Mill and The Grange Medical Centre or a complaints form available from reception. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.
You can also give feedback about our practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial.
What You Can Do to Help Us
To help us deliver safe and timely care, please:
- Prepare for your appointment (bring notes, questions, or concerns)
- Remember that each appointment is for one medical issue only
- Arrive on time or cancel/reschedule as early as possible
- Give at least 24 hours’ notice if cancelling an appointment
- Use the NHS App or practice website for appointments, prescriptions, and test results
- Request repeat prescriptions in good time – please allow up to 2 working days
- Consider joining our Patient Participation Group (PPG) to help shape and improve our services