Patients Charter

These are our aims:

  • To treat patient information with utmost confidence.
  • To respect the patients right to privacy and dignity
  • To respect patients religious and cultural beliefs.
  • We will keep patients informed of the services we offer.
  • If referral to specialists is required this will be discussed fully before such referral is made.
  • We will do our best to provide our services speedily and on time
  • To provide home visits to patients too ill to come to the surgery
  • To deal with requests for prescriptions according to our practice standard
  • To deal with complaints quickly and without equivocation
  • Whilst you can see any doctor of your choice all registered patients have a named doctor who will have overall responsibilities for your care

In return we ask of our patients:

  • Use our practice leaflet and web site to inform yourself of the services we offer
  • Inform us if you change your name or address as soon as possible
  • Request a repeat prescription in good time
  • Come with a chaperone or request a chaperone if you want someone to be with you during a consultation or examination.
  • Only request visits out of surgery hours in an emergency
  • Cancel appointments that are not needed so they can be allocated to other patients
  • Refrain from being aggressive, verbally abusive or violent towards members of the practice and attached staff. We will request the Health Authority to remove aggressive patients from our practice list.

Bring or request a chaperone

We recognise that coming to the doctor's surgery can be a very threatening or worrying affair for a lot of people. Additionally the medical or nursing staff, as a part of general health care or investigation of the cause of an illness, have to carry out intimate examinations.

If any examination is carried out by a member of staff (doctor or nurse) it is your right that:

  • The procedure is fully explained and you are given an opportunity to ask questions.
  • You have the right to refuse any examination with which you are not comfortable.
  • You can ask for a chaperone to be with you during the examination. This is likely to be a member of the practice such as a nurse or receptionist.
  • If you wish, you can bring a chaperone with you such as a member of the family or friend.
  • Lastly, please don't feel embarrassed about speaking up if you have a problem. We are here to help you.

Complaints process

There is an in-house complaints procedure that you can use if you are not happy with your treatment, or you can complain to  the East Leicstershire and Rutland CCG or directly to NHS England. For further information about the complaints procedures see our Contact section and complete the form.

Freedom of Information Act (FOI)

The Freedom of Information (FOI) Act was passed on 30 November 2000. It gives a general right of access to all types of recorded information held by public authorities, with full access granted in January 2005. The Act sets out exemptions to that right and places certain obligations on public authorities.

  • It applies to Public Authorities
  • It affects everyone in the organisation
  • There is a statutory duty to implement
  • Allows anyone, no matter who or where they are, to find out whether information is held, and if it is, to have access to it
  • Is retrospective in nature
  • Creates the office of the Information Commissioner
  • Specifies exemptions covering information that does not have to be released
  • Requires all organisations in the NHS to set up and maintain publication schemes that tell the public what information is held
  • Allows arrangements for enforcement and appeal

For a link to read the full version of the Act click the link below. 

You can print off any material from this page and its links without obtaining prior permission from the practice but we do charge for providing hard copies or copying onto media such as CDs. For further information about this service please contact the surgery by telephone, or email or in writing.

The ico. website is also provides a helpful guide to Freedom of Information Act as well as the Data Protection Act.


How you can help us

  • Please keep the appointment or cancel it well in advance to allow other people to see us
  • Please book urgent appointments for emergencies only
  • If you feel you need a longer appointment for your problem, please tell reception at the time of booking the appointment
  • If you change your name, address or telephone number please inform us as soon as possible
  • Only call the Doctor out of hours if you can’t wait
  • Be polite to the staff as they are just doing their job
  • The practice operates a zero tolerance policy any patient that is violent or abusive to any member of staff may risk being removed from the practice list

Your Personal Health Information

We ask you for information and keep it together with details of your care.  We may use some of this information to help us to protect the health of the Nation, to help plan the future of the NHS, to train tomorrow’s clinical staff and to carry out research for the benefit of everyone.  You have a right of access to your health records.  Please ask at the reception for further details. There will be a fee for this.

Everyone working for the NHS has a legal duty to keep information about you confidential.


You can find more information on our Medical Record Information page

Suggestions and Complaints

"The first step towards knowledge is to know that we are ignorant". (Richard Cecil)

This is a new website for the practice so we hope find it a valuable source of information about us and the services we provide.

If you have any suggestions about how improvements can be made then please use the contact form in the Contact section. Alternatively you can pass comments on to Dr Masharani via the email address provided in the contact section. (Note: emails are not picked up on a daily basis so do not use this method if your enquiry is urgent.)

You can also fill in the cards provided at reception and place the completed card in the suggestion box which is situated in the waiting room at the surgery.

 Making a complaint

If you are unhappy with any service or with any member of the practice team and would like to complain:

  • First talk the problem through with the Practice Manager or a Senior Receptionist.
  • Put your concerns in writing to us so that we can investigate and write to you to resolve your concern. Just writing a letter is fine or you can use the complaint form. click here
  • Someone else can complain on your behalf but we need to seek permission from you before we talk to third parties
  • Making a complaint will help us learn, improve our services and correct mistakes. You will not be penailsed for making a complaint.

If you are still unhappy and wish to take the matter further, contact

Enquires Team, East Leicestershire and Rutland CCG, Leicestershire county council, Room G30, Pen Lloyd Building, County Hall, Gleinfield Leicester LE3  8TB. Telephone 0116 2957572


NHS England Customer Services, PO Box 16738, B97 9PT. Tel: 0300 311 22 33



  The Masharani Practice

Lutterworth Medical Centre

Gilmorton Road


LE17 4EB

Tel:  01455 552346

Fax:  01455 559653



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