Patients’ Charter

We aim to give our patients a high quality service and support the NHS Constitution.

Your health is our concern, but your responsibility.

ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS. We are regulated by the Care Quality Commission and provide care and treatment in accordance with national, local and NICE guidance

We are trying to improve how we communicate with patients. Please let us know if you need information in a different format, or you need communication support. This is in accordance with the NHS Accessible Information Specification.

Practice Leaflet:

All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.


Surgery Premises:

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled. They will meet all necessary infection control and prevention standards.


Patients’ rights to General Medical Services:

Patients have the rights to:

  • be registered with a General Practitioner
  • to consult with a GP of their choice
  • be offered a health check on joining the practice
  • receive urgent care at any time from the practice
  • receive appropriate drugs and medicines
  • be referred to a specialist if they and the GP agree
  • have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.

This Surgery believes in Fairness and Equality and above all, values diversity in all our work as a provider of health services. We will not discriminate against any person on the grounds of race, gender, sexual orientation, age, disability, religion, pregnancy or gender reassignment


Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure; waiting room noticeboard or individual leaflets, giving as much notice as practicable.


Repeat Prescriptions:

Please allow 48 working hours for repeat prescriptions.


  • Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
  • We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.

Test Results & Diagnostic Assessments

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result.

Transfer of Medical Records:

The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.


Privacy and Confidentiality:

We will respect our patients’ privacy, dignity and confidentiality at all times.

We provide a confidential service to everyone, including under 16s. This means that you can tell others about your visit, but we won’t. The only reason why we might have to consider passing on your confidential information, would be

to protect you or someone else from serious harm. We would always try to discuss this with you first.




With a Doctor:     For routine consultations we will endeavour to offer patients an appointment within two working days of the request.    For medically urgent requests, we will offer an appointment on the same day.


With a Practice Nurse:     For routine appointments we will offer an appointment within five working days.


When you check in for your appointment using our self check in screen, you will be informed of any anticipated delay to being seen at your appointment time.


Home Visits:

We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.


Our Dignity Challenge

We support the national campaign to promote best standards of care relating to adults and children who may be at risk. This includes having a zero tolerance to all forms of abuse, listening to people to allow them to express their needs and wants, respecting right to privacy and trying to assist people to maintain self esteem while treating each person as an individual.

Out of Hours Emergencies:

We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective. Please contact 111 when we are closed. Alternatively, these details can be obtained by telephoning our usual number – 0121 742 5211


Waiting Times:

  • Surgeries will normally start on time.
  • We expect patients to be seen within twenty minutes of their appointment time.
  • When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor (subject to appointment availability).


With these rights come responsibilities and for the patients this means:


  • Courtesy to the staff at all times – remember they are working under doctors’ orders.
  • Responding in a positive way to questions asked by the reception staff.
  • To attend appointments on time (if you are more than 5 minutes late, you may not be seen – this will be at the discretion of the doctor) or give the practice adequate notice that they wish to cancel.   Someone else could use your appointment! For patients who persistently fail to arrive for their appointments, we reserve the right to remove these patients from our list
  • An appointment is for one person/one problem only – where another member of the family needs to be seen or discussed, another appointment should be made or a double appointment should be booked if there is more than one concern to be discussed.
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
  • When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • To use emergency out of hours services including 999 and A&E appropriately and not for minor illness or injury

Our Statement of Purpose

The surgery is a GP Partnership, open to all patients living within our practice boundary in Solihull. Please see our location page on our website at

From 1st April 2015, we are a General Medical Services (GMS) Practice offering Primary Care services for the diagnosis and prevention of disease. We help patients to manage their health and prevent illness. Our GPs assess, diagnose, treat and manage illness. They carry out screening for some diseases and promote general health and wellbeing. Our GPs act as a patient’s advocate, supporting and representing a patient’s best interests to ensure they receive the best and most appropriate health and/or social care. Our GPs also provide the link to further health services and work closely with other healthcare colleagues. They may also arrange hospital admissions and referrals to other services and specialists and they link with secondary and community services about patient care, taking advice and sharing information where needed.

We are also a training practice involved in the education and training of doctors and have two GP trainers



The Practice address is

Hobs Moat Medical Centre

Ulleries Road


West Midlands

B92 8ED


Please see our separate document relating to our Mission and Operating statements along with our Improvement priorites

Patient Consent and Confidentiality

The Practice Manager (who is our Caldicott Guardian) is responsible for ensuring your medical records are kept securely and only those staff who need to access your records do so. There are many requests to share patient information that are received every day. So for example, if we refer you to see a specialist at the hospital, we need to send a referral letter to them with detailed information about you and your medical history. We are currently working on an update fair processing notice which is the document that will tell you what we share with whom, and your rights to opt out. The document will be linked to this page in the next few weeks.

If you would like to find out more information or have a specific question, then we have a dedicated email address you can use to contact the practice –


Our Services

The GMS services provided by our GPs are defined under the Standard General Medical Services Contract. These services are mainly split into three groups:


Essential services

We provide essential services for people who have health conditions from which they are expected to recover, chronic disease management and general management of terminally ill patients. Our core services include:

Ø   GP consultations

Ø   Asthma clinics

Ø   Chronic obstructive airways disease clinics

Ø   Coronary heart disease clinics

Ø   Diabetes clinics

Additional services

Our additional services include:

Ø   Cervical cytology screening

Ø   Contraceptive services

Ø   Child health surveillance

Ø   Maternity services

Ø   Vaccinations and immunisations

Enhanced services

Our enhanced services include:

Ø   Childhood vaccinations and immunisations

Ø   Diabetes Management

Ø   Minor surgery

Ø   Flu immunisation

Ø   Minor injury service

Other services

Our Practice also offers services including:

Ø   Child health and development

Ø   Dressings

Ø   Ear wax and syringing

Ø   ECGs

Ø   End of life care

Ø   Epilepsy

Ø   Spirometry (Lung tests)

Ø   Medication review

Ø   Men’s health

Ø   Mental health

Ø   Pregnancy testing and contraceptive advice

Ø   Travel advice

Ø   Women’s health

Non-NHS Services

Our Practice also provides services which are non NHS and are paid for by the patient. These services include:

Ø   Insurance claims forms

Ø   Non NHS vaccinations

Ø   Prescription for taking medication abroad

Ø   Private sick notes

Ø   Pre-employment and HGV medicals

Ø   Vaccination certificates