Alert: Our Patient Charter

NHS England has set out a new Patient Charter to make sure GP practices put patients first.
We want you to know that we already do most of what the charter asks for, so you won’t notice big changes here at our practice. But the charter gives us a chance to explain clearly what you can expect, and how we’ll keep working with you.
What You Can Expect From Us
We will respond to your request for an appointment or advice within one working day.
We will offer you the right type of appointment for your needs — face to face, phone, video or online.
We will listen to you, treat you with respect and kindness, and keep your information private.
We will explain your care, involve you in decisions, and make adjustments if you have extra needs.
We will keep improving by listening to your feedback.
How You Can Help Us
Please arrive on time or let us know if you need to cancel.
Try to think about what you’d like to talk about before your appointment.
Order repeat prescriptions in good time.
Use online services when you can (for booking, cancelling, repeat prescriptions, or test results).
Treat our staff with kindness and respect.
We’re proud that this charter matches how we already care for our patients.
You can read the full charter here: Patient Charter

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Appointment
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Appointment<br>Information

Test
Results

Test<br>Results

Sick /
Fit Notes

Sick /<br>Fit Notes

Repeat
Prescriptions

Repeat<br>Prescriptions

Patient
Information

Patient<br>Information

Primary
Care Network

<span style="font-size: 1.1rem;">Primary</span><br><span style="font-size: 1.1rem;">Care Network</span>

Self
Referrals

<span style="font-size: 1.1rem;">Self</span><br><span style="font-size: 1.1rem;">Referrals</span>

Our
Vacancies

Our<br><span style="font-size: 1.1rem;">Vacancies</span>

111 is the NHS non-emergency number. It’s fast, easy and free. Call 111 and speak to a highly trained adviser, supported by healthcare professionals. They will ask you a series of questions to assess your symptoms and immediately direct you to the best medical care for you.

NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.

In case of a life-threatening emergency, please dial 999.

We are currently recruiting for a care-coordinator position. Please click the link to find out more and apply.

About Us

Eltham Medical Practice provides primary care medical services to local residents, offering a wide range of clinics and services. We have three surgeries located in Eltham. Passey Place Surgery, Well Hall Surgery and Westmount Surgery. Patients can be seen at any of our three surgeries.

Serving You

Our dedicated team are here to treat those minor ailments that occur as well as providing specialist management of long-term conditions and clinics covering a wide range of healthcare issues. New technology also means you can now do a lot of things from the comfort of your home, such as order a repeat prescription or cancelling an appointment.

Our Vision

To build on our traditions of providing high-quality primary care services in a safe, effective and responsive way.

Our Objectives

  • To put safety and quality at the heart of what we do.
  • To facilitate the personal development of the practice team.
  • To work with our Integrated Care Board and local practices to improve the health of our patients and the local population.
  • To deliver best practice, encourage innovation and embrace change.

Our Values

  • Our patients are our first priority.
  • To treat our patients with dignity and respect.
  • Act professionally and with integrity.
  • To provide a supportive and fulfilling team environment.
  • To serve our community.

Eltham Medical Stats: August 2025

Total Incoming Calls to the Surgery
9,821
14%
Average Phone Queue Time*
05m 59s
2.45%

*Includes automated call-back time

Prescriptions Issued
11,185
13%
Referrals Made
535
22%
Sick Notes Issued
308
18%
Spring COVID Booster Campaign

Runs 1st April to 17th June
1,258
Online Contacts to the Practice
4,439
12%
Total Number of Appointments Booked
7,827
19%
Total Missed Appointments (DNA)
319
18%

*53 Hours Lost

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