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 Townhill Medical Practice

 Guards Avenue, Caterham, Surrey, CR3 5XL
Tel: 01883 331900    

Our Patients Charter


As a patient of the practice we aim to provide you with the highest quality of healthcare through the teams of professionals at our surgery.

We Offer:


A courteous welcome at our front desk by a receptionist who will help you to make the best use of our services.

Our receptionists, identified by their uniform and name badges, are normally your first contact during surgery hours, whether calling by phone or visiting the surgery, and are skilled in helping you. Regular training sessions ensure that information is up to date.

You are guaranteed confidentiality at all times. If you wish to speak to any member of the team privately, please ask.

A practice leaflet is available detailing lists of clinics, telephone numbers and office hours.

A consultation with any member of the team.

If you are in doubt as to which member of the Primary Healthcare Team you wish to see, please ask a receptionist.

A consultation within 24 hours with a GP, whenever possible, each weekday.

Home visits if, for reasons of incapacity, you cannot reach the surgery. Emergency calls will be responded to immediately, less urgent as soon as possible and in any case within four hours of receipt, non-urgent on the same day.

A doctor who can be contacted during the day.

Surgeries and clinics which will normally start on time. We also aim to see you within 20 minutes of your appointment time.

Please appreciate that delay is sometimes unavoidable due to emergencies, but when this happens we will try to keep you informed.

If you are on regular medications, repeat prescriptions will normally be available within two working days of their request at reception. You will be given a repeat prescription slip detailing your medication

Access to your health records, subject to any limitations in the law and payment of any relevant fees.

Complaints will be dealt with immediately by the practice manager and/or the partner responsible for dealing with complaints.

Help us to help you by:


Making responsible use of the service in consideration of other patients, for example:

Please do everything you can to keep appointments. If you cannot, then please tell us as soon as possible. Your appointment could be used by somebody else.


Please ring after 12.00pm for test results and non-urgent communications.

If you change your name/address/telephone number please let the receptionist know and provide documentary evidence (e.g. domestic bill/marriage certificate, etc)

If equipment (e.g. a nebuliser) is loaned from the surgery, please return when no longer required to enable others to use it.


Please ensure repeat prescriptions are requested *before* your supply has run out.


Advising us of improvements you think we might be able to make to our facilities and organisation
by passing your views in writing or verbally to our Practice Manager or any member of the team.


We are committed to health care predicated on preventive medicine and our practice nurses will assist you with any information you require.

Our Responsibility To You
All patients will be treated with respect, kindness and dignity, irrespective of ethnic origin, religion, cultural beliefs, sex or age.

Your Responsibility To Us
We ask you to treat the practice staff with the same courtesy and respect.

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