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Surgery Contract Implementation and Charter
Our Patient Charter
From 1st October 2025, all GP practices are required by NHS England to have a Patient Charter in place as part of the new GP contract and keep online consultation tools open during core hours (8.00am to 6.30pm) for any admin, medication and appointment requests (not emergency queries) .
This is why we have introduced our charter for patients at The Croft at Eastergate Medical Centre.
Our Commitments to You
We commit to:
- Providing safe, effective and high-quality care
- Treating all patients with dignity, compassion and respect
- Offering access to appointments and services as fairly as possible
- Protecting patient confidentiality and managing data responsibly
- Involving patients in decisions about their health and treatment
- Listening to feedback and using it to improve services
What We Ask of You
We ask patients to:
- Treat staff and other patients with courtesy and respect
- Use appointments responsibly and cancel if unable to attend
- Provide accurate and up-to-date information about health and personal details
- Follow medical advice and treatment plans, or discuss any concerns openly
- Use NHS services wisely so care is available for all
- Be patient and understanding – demand for NHS services is very high
- Share feedback to help us improve
Why This Matters
This two-way agreement helps us make sure care is fair, safe, and accessible for everyone.
To support this, we continue to use AccuRx for all incoming correspondence. Every request sent to us through AccuRx is carefully reviewed by our triage team, led by two GPs, ensuring you are directed to the right service or clinician as quickly and safely as possible.
What This Means for You: Patient Charter FAQ
Why is this being introduced?
From 1st October 2025, NHS England requires every GP practice to publish a Patient Charter. This forms part of the new GP contract.
What does the patient charter do?
It explains:
- What you can expect from us as your GP practice.
- What we ask of you as our patient.
- How we work together to keep care fair, safe, and accessible.
Will this change how I contact the practice?
No, you can continue to use AccuRx to contact us online. All requests are reviewed by our triage team led by two GPs, who decide the best next step for your care.
Does this affect appointments?
Appointments remain available by phone, online, or in person. The charter simply helps make sure appointments are used fairly and responsibly so that those who need care most can access it quickly.
Where can I see the full charter?
You can view our Patient Charter posters in the surgery waiting room and on this website and our social media page.