Patient Charter

What we will do for you

Treat you with courtesy and respect at all times.
Treat you as a partner and discuss with you the care and treatment we can provide.
Give you full information on the services we offer. For more information on these services, please read our Clinics and Services page.
Give you the most appropriate care by suitably qualified staff.
Provide you with emergency care when you need it.
Try to ensure surgeries start on time.
Inform patients if a doctor is called away on an emergency and offer an alternative appointment or, if preferred, another doctor.
Refer you to a hospital of your choice when your GP thinks it is necessary.
Refer you for a second opinion when you and your GP agree it is needed.
Give you access to your health records, subject to any limitations in the law.
Keep the contents of your health records confidential.
Give you a full and prompt reply to any complaints you make about our services.

Tell us if you are unsure about the treatment we are offering you.
Ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity.
Keep your appointments and let us know as early as possible if you are unable to attend, by cancelling your appointment online.
Please be patient if your appointment is delayed. Delays are often caused by patients needing emergency attention.
Let us know when you change name or address, by completing our online Change Personal Details form.
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.
Staff at the practice are here to help you. It is a difficult job so please be co-operative and patient.
Tell us about any complaints or misunderstandings as soon as possible, to allow us to deal with them. Please read our Suggestions, Comments and Complaints page.
Let us know when we have done well, by submitting Feedback online.
We welcome suggestions as to how our service can be improved.