Queen Square Medical Practice
You and Your General Practice Charter
This charter sets out what you can expect from us, and how you can help us to provide the best possible care for you and our community.
What you can expect from us
Opening hours;
We are open Monday to Friday, 8:00 am – 6:30 pm.
Day Opening Time
Monday 07:30 – 18:30
Tuesday 07:30 – 18:30
Wednesday 08:00 – 18.30
Thursday 08:00 – 20.00
Friday 08:00 – 18:30
During these hours, you can contact us by phone, online, or present at the surgery.
· Access: Our online consultation tools will remain available throughout core hours for non-urgent requests, medication queries, and administrative needs.
· Contact routes: Phone lines, reception, and other contact methods will remain open during core hours.
· Appointments: We will review your request within one working day and advise the most appropriate next step, this may adding you to our waiting list for a face-to-face or remote appointment, a phone call, a message, or advice to use another NHS service (such as a pharmacy).
· Care team: You may be seen by a GP, nurse, pharmacist, or another member of our clinical team. We will try to accommodate requests for specific clinicians where possible.
· Accessibility: If you need extra support (e.g. interpreters, longer appointments, mobility help, information in accessible formats), please let us know. We will make reasonable adjustments.
· Respect & safety: We are committed to treating you with dignity, kindness, and respect at all times.
What we ask from you
· Give us as much detail as possible about your concern when you contact us.
· Be on time for appointments. If you cannot attend, please cancel as soon as possible so another patient can be seen.
· Use online services (NHS App or our website) wherever possible for booking, cancelling, ordering repeat prescriptions, or checking results.
· Order medication in good time and only request what you need.
· Treat our staff politely and with respect, abuse or aggression will not be tolerated.
Access and emergencies
· When we are closed and you need urgent medical help, use 111.nhs.uk or call 111.
· For life-threatening emergencies, call 999 or go to your nearest A&E.
Additional information
· You do not need proof of address, ID, or immigration status to register with us (though NHS numbers help us find your records).
· You may register as a temporary patient if you are staying in the area for more than 24 hours but less than 3 months.
· GP services are free under the NHS. Non-NHS services (e.g. medical reports, insurance letters) may incur a fee.
Feedback and Complaints
· If you have feedback or concerns, please speak with a member of the team or our Practice Manager.
· If you are not satisfied, you can raise a formal complaint via our complaints procedure or through the Integrated Care Board (ICB).
· Healthwatch is available to provide independent advice and support.
For more information on complaints please visit our designated complaints page – Complaints and compliments
Treating each other with respect
· We are committed to providing a safe, inclusive and respectful environment for patients and staff.
· We ask all patients to treat staff and other patients with the same courtesy.
· We reserve the right to take action, including removal from our patient list, if a patient acts in a violent, threatening, or abusive manner.
