We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.
For further information on any of our policies, please contact the practice manager.
Our Promise to You
Telephones
Our telephone service is always in operation out of hours. Your call will be diverted to an answering service team. Telephone advice is available from the Doctors during surgery hours.
The Staff Team
Our staff will undergo training in customer service and confidentiality.
Staff will greet you in a friendly and welcoming manner.
Building and Facilities
This practice will be maintained to the highest standard for use.
The building and areas for public use will have access for people using wheelchairs.
Toilets for able bodied and patients with disabilities are available.
All practice equipment is regularly serviced and maintained by suitably qualified persons
New Patients
We will not discriminate against race, gender, class, age, religion, sexual orientation, appearance, disability or medical condition.
Please ask at reception to register.
Any refusal to accept an application will be given in writing within 14 days.
Information
You have a right to information about your health and have your questions answered.
The practice has leaflets to keep you informed
- Patient information - services available
- Patients Charter
- Comments, compliments and complaints procedure
- Accessing your patient records
For those patients whose first language is not English, an interpreter is available for most languages.
If you require information in an alternative format or communication support from us we will be please to help you.
You can ask to see your medical records within the limitation of the law. Information held in records can be accessed by all health care professionals providing patient care.
Patients will be informed about the purposes for which information about them is collected.
Patient’ records are held in strictest confidence. Information is not given to third parties without patient’s permission except in special circumstances.
Self-help leaflets are available for certain illnesses.
Patient Care
You will be offered an appointment as soon as possible with a health care professional. If you feel your medical condition is urgent, you will be advised on how to access health care on the same day.
Patients have the right to express a preference for a particular clinician, although you may have to wait longer to or asked to consult someone else if a particular service is provided by someone else in the practice.
You will be offered a health check when you first join the practice.
If you have undergone tests requested by the practice you will be advised by the Doctor or Nurse, when to contact the surgery for the result.
Repeat prescriptions will be ready for collection within 48 hours. You can register with the practice to order repeat prescriptions and book appointments online.
If you need to be referred to a specialist, the referral will be processed within one working week after the referral being agreed between patient and Doctor and passed to the secretarial team.
We shall advise and inform you of steps you can take to promote good health, avoid illness, and promote self help advice for minor ailments where it is not necessary to see a Doctor.
How You can Help Us
Please arrive on time for your appointment.
If you cannot keep your appointment, please cancel it so that we can re allocate the time. Failure to attend without notification will result in a letter reminding you to cancel if your appointment is no longer required, warning that further failure to comply may result in removal from the practice list
We would appreciate it you could come to the surgery to see the Doctor unless you are too ill, in which case the Doctor will call or advise appropriate care at home.
When the surgery is closed, you should only telephone if you consider the problem is urgent.
Please inform reception if you or a member of you family changes address or telephone number.
We ask you to forward plan when you require repeat prescriptions, you can order up to one week in advance of your due date.
Please treat reception staff, fellow patients and visitors to the practice with courtesy and the premises & facilities with respect.
Any form of harassment will not be tolerated. You will receive a letter detailing unacceptable behaviour, warning that failure to comply will result in removal from the practice list.
Violence and abuse will not be tolerated in any form.