Our Responsibilities

• You will be treated with courtesy and respect at all times.
• You have the right to be treated confidentially.
• You are entitled to have a copy of our practice brochure.
• We will try to answer the telephone promptly and courteously.
• A doctor will be available during surgery hours to answer all emergencies via a triage telephone call.
• We will ensure your privacy is respected at all times. However, reception staff may need further details about your problem to help doctors assess the degree of urgency.
• We will explain the likely effect of any drugs and review your long term medical needs at agreed times.
• You have the right to see your computerised and written medical records compiled after November 1991.
• We will offer advice and information about how you can promote good health and avoid illness.
• We will ensure that your routine repeat prescription is ready within two working days.
• We will maintain our facilities on the premises to a good level, including access and facilities for the disabled.
• We welcome children to the surgery and provide books for their amusement whilst waiting.
• We have the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to us and other patients.
• Student training and research is sometimes carried out in the surgery. We will ask your permission before involving you.
• We will provide investigation into complaints.
• We will provide a language translation telephone service during consultations for those who require them.

Your Responsibilities

• Please keep us informed of your latest address and telephone number.
• We ask that you treat the doctors and all the practice staff with courtesy and respect.
• Please read our practice brochure. This will help you to get the best out of the services we offer.
• Please try to contact outside peak surgery times for non-urgent requests.
• Please remember that your doctor may not always be available due to other commitments such as holidays or study days.
• Our staff are here to help you. It is a difficult job so please be cooperative and patient.
• Ask for a home visit only when the patient is unable to attend.
• Only use the out of hours services in an emergency.
• Please be prepared to see the doctor on call for urgent problems.
• Please do everything you can to keep appointments. Please tell us as soon as possible if you cannot attend.
• Please try to be punctual. If you arrive later than your appointment time this may cause delays and inconvenience to other patients.
• Please bear with us if we are running late because on another occasion it may be you that needs the extra time.
• You should not expect to be given a prescription every time you visit the doctor.
• Please remember to check your cupboards before ordering repeat prescriptions and put in your request before you run out of medication.
• Please treat the premises with respect.
• Let us know if you feel a particular facility could be improved.
• Please let us know if we have done well by leaving a comment online or by completing a comments form from reception.