We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.  The care of your health is a partnership between yourself and the Primary Health Care Team.  The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our responsibility to you:

  • You will be greeted courteously
  • You have a right to confidentiality
  • You have the right to see your medical records subject to the limitations of the law
  • You will be seen the same day if your problem is urgent
  • You will be seen by your own doctor whenever possible
  • You will be informed if there will be a delay of more than 20 minutes for your appointment
  • You will be referred to a consultant when your GP thinks it necessary
  • You will be given the result of any test or investigation on request or at your next appointment
  • Your repeat prescription will be ready for collection within 2 working days of your request
  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

Your responsibility to us:

Please treat all practice staff with the same respect – we are doing our job as requested by the GPs. 

Any patient who is violent or abusive to any member of the Primary Health Care Team or any other persons on the Practice premises or in the place where treatment is provided may be removed from our Patients’ list.

  • Do not ask for information about anyone other than yourself
  • Tell us of any change of name, address or telephone number so that our records are accurate
  • Only request an urgent appointment if appropriate.  It is important to bear in mind that most medical problems are dealt with more effectively in the clinical settings of a well equipped surgery or hospital
  • Requests for help and advice for non-urgent matters should be made during surgery hours only
  • Phoning out-of-hours should be for emergencies only
  • Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
  • We expect that patients will understand that appointments are for one person only.  Additional appointments should be made for more that one person
  • Please allow sufficient time for your consultant’s letter or the results of any tests to reach us.  You will be advised by the referring clinician of the usual length of time to wait
  • Many problems can be solved by advice alone, therefore patients should not always expect a prescription
  • Patients are responsible for their own health, and the health of their children, and should co-operate with the Practice in endeavouring to keep themselves healthy.  We give you professional advice – please act on it
  • Do let us know whenever you feel we have not met our responsibility to you - we would, of course, be pleased to hear when you feel praise is due as well
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