Show Side Menu
To view, print or save our practice booklet, click here

Practice Charter

Patients' Rights

All members of the Practice Primary Care Team are dedicated to the achievement of a quality health service which meets patients' needs.

You, the patient are entitled to:

  • Be treated with courtesy and respect
  • Absolute confidentiality
  • Expect doctors and nurses to begin surgeries at the appointed time; any delay will be due to medical necessity or unforeseen circumstances
  • Be offered a health check on joining the practice
  • Have appropriate drugs and medicines prescribed and to have a clear explanation of any treatment proposed
  • The opportunity to choose whether to be involved in research or medical training
  • Be referred to a consultant acceptable to you when your GP feels it necessary, and to be referred for a second opinion if both you and your GP agree it is desirable
  • See your health records, subject to any limitation in the law. A fee may be charged to cover costs
  • Be offered appropriate levels of advice by the Primary Care Team regarding steps you may take to promote good health and avoid illness, eg smoking, exercise, diet and immunisation
  • Expect that patients with urgent medical conditions will be given priority and will be seen as soon as possible, even when this will cause delay to booked appointments
  • Be seen within one working day should you have a medically urgent complaint
  • Have any suggestions you may make to improve the service considered by the appropriate team members and to be given a response
  • A reply to a written complaint, from the practice manager, within seven days
  • Be treated as an equal

Patients' Responsibilities

The Practice Primary Care Team has made certain undertakings to you.
In return we expect you:

  • To be courteous to staff at all times - they are working under the doctor's orders in the best interest of all our patients
  • To call before 10.00am, where possible, for house calls; this ensures that we can plan our day effectively to everyone's benefit
  • To attend appointments on time or to give the practice adequate notice that you wish to cancel - lateness or non-attendance inconveniences other patients and wastes appointment time
  • To make an appointment for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the notes will be made available
  • To make every effort to consult at the surgery to ensure the best use of medical time and nursing facilities - home visits should be medically justifiable and not requested for social convenience
  • To bring all relevant information to surgery to make consultations as effective as possible
  • To only make out-of-hours calls (evenings, nights, weekends and bank holidays) if they are truly felt necessary
  • To inform us if you change your address or telephone number as we may need to contact you urgently
  • In the same way that patients choose their surgery, the doctors reserve the right to remove a patient from their list if the patient does not feel able to meet their responsibilities


Click here to download our Chaperone policy

Zero Tolerance

Brook Lane Surgery aims to provide the best possible health care for its patients. However, there may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from the list.

We will remove a patient from our list if that patient:

  • Is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises.
  • Causes physical damage to practice premises or another patient's property.
  • Gives verbal abuse or makes threats towards the doctor, practice staff or other patients.
  • Gives racist abuse, orally or physically.
  • Is violent or uses or condones threatening behaviour to doctors (or some other members of the primary health care team) while they are visiting the patient's home.

Such behaviour may involve the patient, a relative, a household member, or pets (such as unchained dogs).

Patient Records

The personal data we hold on our patients will:

  • Be accurate
  • Not be kept for longer than necessary
  • Be processed for limited purposes
  • Not be transferred to other countries without adequate protection
  • Be held securely
  • Be processed in accordance with your rights
  • Be fairly and lawfully processed
  • Be adequate, relevant and not excessive
  • Only be used when absolutely necessary

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

This scheme is available from reception.

Clinical Commissioning Group

Brook Lane Surgery is part of the Hampshire,Southampton and Isle of Wight Clinical Commissioning Group whose address and contact details are:

NHS Hampshire,Southampton and Isle of Wight Clinical Commissioning Group
The Castle
Ground Foor
Castle Avenue

SO23 8UJ

Telephone Number: 023 80627444

Find a support worker role near you today
Local Services, Let
Family Ceremonies