Patient Charter

1. Our Commitment to You

At Weaver Vale Practice we are committed to delivering high-quality, patient-centred care in a respectful, safe, and inclusive environment. This charter outlines your rights as a patient and your responsibilities to help us provide the best possible service.

2. Your Rights

– Be registered with a GP and receive appropriate care regardless of your background, status, or beliefs.
– Be offered an appointment based on clinical need and urgency.
– Be treated with courtesy, dignity, and respect by all members of our team.
– Be seen in a clean and safe environment.
– Be given clear information about your condition, treatment options, and the services available.
– Make informed decisions about your care and treatment, including the right to refuse treatment.
– Request a chaperone for any consultation or examination.
– Have your personal and medical information handled in confidence, in line with the NHS confidentiality policy and GDPR.
– Expect privacy during consultations and when discussing personal matters.
– View and request a copy of your medical records (within the law and appropriate procedures).
– Give feedback or make a complaint without fear of discrimination.
– Receive a timely and appropriate response to any complaint or concern.

3. Your Responsibilities

– Attend appointments on time or inform us as early as possible if you need to cancel or rebook.
– Give full and accurate information about your health, symptoms, and medical history.
– Treat all staff and other patients with courtesy and respect.
– Understand that any form of abuse, aggression, or violence towards staff or others will not be tolerated.
– Follow the agreed treatment plan and take medication as prescribed.
– Let us know if you do not understand or are unable to follow your treatment plan.
– Engage with us in decisions about your care and share your preferences and concerns.
– Use services appropriately and only request home visits or urgent appointments when necessary.

4. Working Together

Our practice is a partnership between patients and staff. We value open communication, mutual respect, and shared responsibility to maintain a caring and efficient practice for all.

Contact Information

Weaver Vale Practice,
Hallwood Health Centre,
Hospital Way,
Runcorn,
WA7 2UT

Tel: 01928 711911
Email: weaver.vale@nhs.net

The You and Your General Practice charter (YYGP) has been developed to help patients understand what to expect from their general practice and how they can get the best from their GP team. YYGP also enables patients to provide feedback or raise concerns with their GP Practice, Healthwatch or their local integrated care board (ICB). The YYGP document published by NHS England can be found below:

You and Your GP Charter – NHS Cheshire and Merseyside

Jess’s Rule – “Three Strikes and We Rethink”

At our practice, your safety is our top priority. That’s why we follow Jess’s Rule, a national NHS patient-safety initiative that helps ensure repeat or worsening symptoms are never overlooked.

What Jess’s Rule means for you:

If you contact us three times about the same symptom or a symptom that is getting worse, we will carry out a clinical review to make sure we are not missing anything important. This may include:

  • Looking again at your previous consultations
  • Reviewing any tests you’ve had
  • Considering whether further investigation, referral or treatment is needed
  • Making sure your concerns are fully heard and addressed

Jess’s Rule is designed to give patients an extra layer of protection and to help clinicians rethink next steps when symptoms persist.

If you feel your symptoms aren’t improving, or something doesn’t feel right, please let us know — you will never be wasting our time.