Grange Park Surgery – Patient’s Charter

NHS England has introduced a Patient’s Charter which sets out clear standards for patients and practices in England.

You can read the full charter here: You and your general practice – NHS England

Key Standards in the Patient Charter

  • Prompt response – Practices must consider appointment or advice requests and inform patients within 24 hrs within the working week what will happen next.
  • Multi-channel access – Contact your practice in person, by phone, online, or via the NHS App from 8am–6:30pm, Monday–Friday.
  • Appointment options – You may receive a face-to-face or telephone appointment with a GP, nurse, pharmacist, or another professional. Practices will respect your preference wherever possible, but clinical need may take priority.
  • Provider choice – You can ask to see a specific clinician (for continuity of care), but this may mean a longer wait.
  • Fair registration – If your registration is refused (for example, because you live outside the practice catchment area), you must be notified in writing or verbally within 14 days with an explanation.
  • Mutual respect – Staff will treat you fairly, kindly, and respectfully—and patients are expected to do the same. Abusive behaviour may lead to removal from the practice list.
  • Complaints & feedback – Concerns can be raised with the Practice Manager, your local Integrated Care Board (ICB), or Healthwatch.

Contacting Grange Park Surgery

Patients can contact us in the following ways:

By phone – Call us between 8:00am and 6:30pm, Monday–Friday.

Between 6:00pm and 6:30pm, calls are answered by our out-of-hours provider.

Outside these times, please call NHS 111.

Online  – Submit routine medical enquiries and admin requests  between 08:00 and 20:00 Monday to Friday (excluding bank holidays)

In person – The surgery is open Monday–Friday, 8:00 am to 6:00 pm.

Outside these hours, please call NHS 111 for advice

What You Can Do to Help

  • Prepare for appointments (bring notes, questions and goals).
  • Remember, each appointment is for one individual condition only.
  • Be on time or cancel/reschedule promptly.
  • Give 24 hours’ notice if cancelling an appointment, so it can be offered to someone else.
  • Use the NHS App for prescriptions and test results.
  • Submit repeat prescription requests early—allow up to 7 working days for approval.
  • Consider joining our Patient Participation Group to help improve services.

How to find us

Location Map

Click on the map for a larger view.

 

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Contact details

01943 862108 - 8am to 6:30pm on weekdays

Between 6:00pm and 6:30pm, calls are answered by our out-of-hours provider.

Out-of-hours call NHS free on 111 or 999.

Opening times

Monday         08:00 - 18:30
Tuesday        08:00 - 18:30
Wednesday   08:00 -18:30
Thursday       08:00 - 18:30
Friday            08:00 - 18:30

Between 6:00pm and 6:30pm, calls are answered by our out-of-hours provider.

For Doctor availability outside these hours please see the Appointments section.

We are closed on the following Bank Holidays: 5th May, 26th May, 25th August, 25th December, 26th December.

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Training Days

On the following dates the surgery will be closed from 1pm for training
and will re-open the following day at normal hours:

Thursday 25th September 2025
Tuesday 21st October 2025
Wednesday 19th November 2025
Tuesday 20th January 2026
Wednesday 25th February 2026
Thursday 26th March 2026