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CQC Rating
Call 111 - When it is less urgent than 999

Practice Charter

As a practice, we aim to provide our patients with high quality health care in a responsive, supportive, courteous and cost-effective manner.

Our Responsibilities to you:

  • Treat you with courtesy and respect at all times.

  • Treat you as an individual and partner in your healthcare, irrespective of ethnic origin, sexuality or religious and cultural beliefs.

  • Give you full information on the services we offer.

  • Give you the most appropriate care by suitably qualified staff.

  • Provide you with emergency care when you need it.

  • Refer you for a second opinion when you and your GP agree it is needed.

  • Offer advice and information about how you can promote good health.

  • Give you access to your health records, subject to any limitations in the law.

  • Keep the contents of your health record confidential.

  • Give you a full and prompt reply to any complaints you make about our services.

  • Act with integrity and be accountable for our actions.

Your Responsibilities to us:

  • Keep your appointments and let us know as early as possible if you are unable to so that we can offer it to someone else.

  • If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.

  • Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve.

  • We would ask you to be patient if the Doctor or the Practice Nurse is running late. This is often due to unforeseeable emergencies or because some of the consultations in that particular clinic have taken longer than expected. Although we endeavour to keep our clinics running on time, our priority is always safe patient care. The Doctor and the Practice Nurse will therefore take the necessary required time for each consultation.

  • A home visit should only be requested for those who are unable to come to the surgery because of serious illness or who are permanently housebound. Please ring the surgery before 10.30am if at all possible.

  • An urgent appointment is for an urgent medical problem. Please speak to our Reception Staff if you require a sick note or repeat prescription.

  • Use the emergency service only in a genuine medical emergency.

  • Tell us if you are unsure about the treatment we are offering you.

  • Let us know when you change your name or address.

  • For the safety and comfort of others, please act in a responsible and courteous manner whilst on the Practice premises.

  • Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted.

  • If you are violent or abusive, we may exercise our right to take action to have you removed, immediately if necessary, from our list of patients and ask you to register at another surgery. In some cases, where necessary, the Practice will involve the police.

  • Tell us about any complaints or misunderstandings as soon as possible to allow us to deal with them.

  • Let us know when we have done well.

  • While we strive to meet the standards in this charter, we will also need your help to achieve this aim. Therefore please follow the advice/instructions given by your Clinician and take the correct medications as per schedule and dosage.

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