We will treat you as a person and not just as a medical case.
We will treat your medical information as confidential. We will only pass on information essential for your treatment or at your request.
If you urgently need your doctors advice the practice will try to allow you to speak to your doctor by phone, although this may not be always possible – the doctor may be out visiting patients.
If you have difficulty contacting, or getting through to the surgery, please let the practice know as soon as possible. If you want to speak to your doctor by phone, please try to avoid the busy period before 11.00am each morning.
You will receive an urgent appointment at our surgery on the same day you request. This may not always be with your usual doctor.
Please be considerate when asking for an urgent surgery appointment, a home visit or out of hours care. Your family doctor will be pleased to advise when it is right to ask for an urgent appointment or home visit.
When you ask to see a specific doctor in our practice you will normally receive an appointment within 2 working days of requesting it, or if your problem is more urgent, you will be able to see another doctor.
If you cannot keep an appointment please let your practice know promptly so that the doctor can see another ill patient in your place.
We will try to involve you in your treatment and will always try to explain what is wrong with you and what to do about it, in a way you can easily understand.
You should understand any treatment that has been prescribed, so please ask if you have any doubts about what you should be doing. Follow your doctor’s advice as instructed.
You will receive out of hours emergency care through a general practitioner but not necessarily your own doctor. This includes a home visit if it is needed.
If you feel a visit is necessary, then make this clear and give as much information as possible to the doctor. Please do not ask for a home visit if you can attend the surgery. We are better able to examine you in the surgery and where needed, more tests etc. are available.
Ask the doctor for advice if you are not sure when it is appropriate to call him out.
We will normally provide a repeat prescription within 48 hours of a request. To avoid errors we DO NOT accept requests for repeat prescriptions by telephone.
When you receive a prescription, please read the instructions carefully and complete the course of treatment.
We will try to help you to get the best possible care from the rest of the health service.
If you are unable to attend an appointment at hospital or clinic please let the hospital or clinic know so that another patient can be seen.
We will try to make it as easy as we can for you to deal with the practice, but sometimes difficulties arise.
If difficulties do arise, speak to one of the doctors or the Practice Manager and ask for an explanation, but please be understanding of the difficulties we sometimes face.
We will do our best to ensure that when visiting the surgery you will not normally be kept waiting for more than 15 minutes after your appointment time; if you are, you will be given an apology and an explanation of the cause for the delay.
If you make an appointment please try to arrive on time and check in at reception. If you know you are going to be late please try to let the Practice know.