“Our commitment is to provide high-quality, safe, friendly accessible family healthcare in comfortable pleasant surroundings to ensure our patients feel welcome and listened to. This can be achieved by us working together – so please help us to help you”.
Our Responsibilities to You
- We will treat all patients as individuals, showing courtesy and respect regardless of ethnic origin, religious belief, personal attributes or the nature of their health problem.
- You will have the right to complete confidentiality and privacy at all times.
- Our staff will deal with you in a friendly yet professional manner and will wear name badges.
- We will offer medical advice and information for the promotion of good health.
- Appointments can be booked by phone or online (after completion of the relevant registration form) and we aim to answer phones within five rings.
- We try to give appointments with the doctor of your choice, but this may not always be possible if you need to be seen quickly. Medically essential cases will be always seen on the same day and are usually seen in addition to the booked workload. You will always be able to see a doctor in an emergency, but not necessarily your usual doctor.
- We aim to start surgeries promptly - any delay will be due to medical necessity. Where there is a delay of more than 20 minutes you will be informed and offered the opportunity to make an alternative appointment.
- Any repeat prescriptions will be produced and signed within three working days of receiving your request. This can be made in person at reception, online (after completion of the relevant registration form) or by post. We only take medication requests over the phone from housebound patients.
- You have the right to see your medical records. A small access fee may be charged to cover costs. If you wish to have access, please speak to the Administration Department.
- Referrals to specialist medical or other services will be dealt with promptly and efficiently.
- We will do our best and will always listen to any suggestions or concerns you may have about the care or service we offer. You may talk to the practice manager if you have any suggestions, complaints or non-medical questions.
The practice is committed to giving you the best possible care and service.
The Patient – How You Can Help
- Patients should extend the same courtesy and politeness to the practice team as they would wish to receive.
- Please remember that our reception and office staff are not medically qualified and cannot give medical advice.
- Please inform us of any change in address, telephone number or other relevant circumstances.
- It is in the interest of your health that you understand all the information given to you. Please ask questions if you are unsure about the treatment or advice given. You are responsible for your own health and that of your children. Please take the advice given to you.
- We do not tolerate violent or abusive behaviour towards our staff: any patient behaving in this way will be removed from the practice list.
- Only request home visits when you are too ill to attend the surgery, and try to call before 10.30am wherever possible to allow the doctors to plan their day efficiently.
- If you wish to speak to your doctor, please phone and the Reception Team will leave a message for the GP. For test results and other routine (non-appointment) matters, please telephone the surgery after 10.00am. Remember that our reception and appointments staff are busy trying to give all patients a rapid service, so please try to keep conversations brief.
- Please arrive promptly for your appointment, and report to reception. If the doctor is delayed, please be patient as this is usually caused by a medical necessity.
- Please inform the practice if for any reason you need to cancel an appointment. We can then offer this appointment to another patient.
- Please order your repeat prescriptions in good time, not when you are just about to run out.
- Parking is very limited and is only available for patients attending the surgery. Please park in the marked spaces and remove your vehicle as soon as your consultation is over.
- We try to provide a courteous, skilled and efficient service to our patients, but we can only hope to improve this with constructive criticism. If you have a suggestion to make, please inform one of our staff or put it in writing to the Practice Manager or your doctor.
This will best be achieved by working together – please help us to help you.