Our responsibilities to you

  • People involved in your care will give you their names and ensure that you know how to contact them. 
  • We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you or phone you. The nature of general practice means that occasionally there will be unavoidable delays. In such cases you should not wait more than 20 minutes beyond your appointed time without receiving an explanation for the delay and the opportunity to re book your appointment if you wish.
  • You will have access to a doctor rapidly in case of emergency. However, if you require immediate medical care an ambulance should be called. We will arrange a home visit  for those who are too ill or infirm to be brought to the surgery that day.
  • We will try to answer the telephone promptly and ensure that there are sufficient staff available to do this.
  • If you have undergone tests or X-rays, ordered by the practice, we will follow up any abnormal results and treat as necessary. However, we would always advise you to check on the results of tests by ringing the surgery.
  • Patients will be treated as individuals and partners in their health care, irrespective of their origin or religious and cultural beliefs.
  • We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information directly affecting your health and the care being offered.
  • The practice will offer patients advice and information on steps they can take to promote good health and avoid illness. Self-help which can be undertaken without reference to a doctor in the case of minor ailments.
  • Information contained in your health records is kept confidential at all times and only disclosed to others for purposes related to your health care (except when you have given permission). However, NHS auditors have a duty to carry out routine checks of practice records, to determine if claims for payment by the practice have been made correctly. In the course of these checks, it may be necessary to verify details from patient records. Such checks are undertaken in accordance with strict guidelines agreed with the Health Authority, the Local Medical Committee and the Community Health Council.

Everyone working in the NHS has a legal duty to keep information about you confidential 

If you have any concerns or objections about your records being inspected for these purposes, please notify the practice. Your wishes will be respected.


Your responsibilities to us

  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.
  • Please ask for home visits by the doctor only when the person is too ill to visit surgery.
  • Please keep your telephone call brief and avoid calling during peak morning time for non-urgent matters. Please note that for purposes of quality assurance, staff training and medico -legal reasons all calls to and from the surgery are now recorded.
  • Test results take time to reach us. The practice will contact you should any treatment or follow up be required. Enquiries about tests ordered by the hospital should be directed to that hospital, not to the practice.
  • We ask that you treat the doctors and practice staff with courtesy and respect. The practice fully supports and operates the NHS Zero Tolerance Policy relating to aggressive and abusive patients.
  • Please read our practice booklet. This will help you get the best out of the services we offer.
  • It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
  • If you have a Carer or care for a relative or friend then your GP should be aware of the arrangement so that they can act accordingly. Please ask for a 'Carers GP Notification Form' so that all details can be recorded appropriately.
  • Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.
  • Please ask if you wish to see your doctor.
  • Please make repeat prescription requests in good time - at least 5 working days before they are required.