Important Information for Patients

If you have a problem or complaint about the service we provide please let us know, we may be able to help. Please contact Mr Andrew Langley, our Practice Manager.

We are pleased to welcome you as a patient of our practice. We aim to provide you with the highest quality of health care through the team of health care professionals at our surgery.

The receptionists will help you to make the best use of our services and will greet you courteously. You are guaranteed confidentiality at all times. If you wish to speak to any member of the Primary Health Care Team in confidence, please ask. If you are unsure as to which member of the team can best help you please ask and we shall advise you accordingly.

As an NHS patient of this practice you are entitled to:

• Be registered with a GP
• Receive a clear explanation of the treatment you are offered
• Courtesy from the staff
• Respect for religious and cultural beliefs
• Be seen within 30 minutes if you have an appointment. If for any reason you cannot be seen, a clear explanation will be given. If you dont have an appointment, you will be seen in order of attendance
• A consultation on the same day if you need to see a doctor urgently. You may however, have to wait longer for a booked appointment, unless it is a genuine emergency
• A health check on registering with the practice
• Be offered advice on a health lifestyle
• Be referred to a consultant when the GP feels that it is necessary
• A copy of the practice information booklet
• Have any constructive comments, complaints or suggestions heard by the Practice Manager in private
• Be reviewed at regular intervals, if taking regular medication. Repeat prescriptions will be available 48 hours after they are requested
• You will be advised of any steps you can take to promote good health and avoid illness
• Health education leaflets are freely available
• Instruments and equipment used are regularly serviced and calibrated to ensure accuracy
• Access Medical Records. As an NHS patient you have access to your medical records and information of identity of the individuals who can ascertain and the right of patients in relation to disclosure of such information

We would request that you help us to help you! Patients have responsibilities as well as rights.

The practice asks you to:

• Be punctual
• Inform the Practice if you are unable to keep an appointment
• The first hour in the morning is the busiest time. Unless your call is urgent, please leave it until after 10.00am
• Only make requests for home visits if you are too ill to attend the surgery
• If possible, request a home visit by 10.30am
• Mondays are particularly busy; it might be advantageous to both patient and Doctor if follow up consultations could be on other weekdays
• Please remember, despite increasing patient demand and expectation, the final decision to visit lies with the Doctor
• Treat the members of the Primary Health Care Team with courtesy
• Act in a responsible way when on surgery premises. Please keep young children under control and supervision at all times
• Smoking is not allowed at the surgery
• Give 48 hours notice when ordering a repeat prescription
• Please make separate appointments for each family member needing to see a Doctor
• Inform the receptionist of any change of circumstances (e.g. name, address or telephone number)
• Please be patient. Appreciate that delay is sometimes unavoidable
• Patients who are violent and abusive to Doctors, staff and other persons on the Practice premise will be asked to find another Practice. Details how to obtain information regarding this will be given by the Practice Manager, Mr Andrew Langley

We appreciate your co-operation.