Patient Charter

Help us to Help You

  1. If you are unable to keep your appointment, please let us know as soon as possible so we can offer it to another patient. It is Surgery policy to write to all patients who fail to attend their appointment.
  2. Please try to arrive on time for your appointment. If you are late we cannot guarantee to see you within our agreed waiting limits.
  3. Please treat the doctors and staff with the respect and courtesy you would expect to receive yourself. We are here to help you but may need information from you to enable us to offer you the most appropriate care. Although reception staff are not medically trained they may ask you for medical information. This will be at the request of the doctor and solely for them to be able to pass this on to the doctor for assessment. Reception staff are not involved in making clinical decisions of any kind.
  4. Where possible please telephone the surgery to make an appointment. If you arrive at the surgery without one we will try to assist you but can not always guarantee that you will be seen which may cause inconvenience to you.
  5. All appointments are made to cover one consultation. Please make a separate appointment for each person who wishes to see the doctor.
  6. Please notify the surgery if you change your address.
  7. Please request a Home Visit between 08:30 and 10:30 am if possible and only when the patient is too ill to attend the surgery. Please remember that if you can bring the patient to the surgery they will be seen quicker.
  8. Medical care is available 24 hours a day but please try not to use the Out of Hours service unless it is for a matter that can not wait until the surgery is open.
  9. The doctor is here to give you treatment and advice. It is important that you understand the information given to you. If you are unsure about your treatment please ask for more information.
  10. Although the doctor will try to see you within a reasonable time when you attend the surgery, please be patient if an emergency situation arises and you are delayed.

Our Commitment to Service

  1. You will be treated as an individual, with courtesy, respect and dignity at all times.
  2. You will be given the names of the people involved in your care.
  3. You will be given, under normal circumstances, a routine appointment with a doctor of your choice at the next available time he/ she is available.
  4. Every reasonable attempt will be made to ensure you are seen within 30 minutes of your appointment time. Should you be kept waiting longer than this you should be advised of the estimated delay and given an explanation for this.
  5. You will be given the most appropriate care by suitably qualified people, no care or treatment will be given without your formal consent.
  6. You will be referred to a consultant acceptable to you when your doctor feels that such a course of action is necessary.
  7. You have a right of access to your medical records subject to any limitations in the law.
  8. You will have access to a doctor at all times for genuine emergencies.

Contact Details

Main Lines: 01959 524633
Appointment Line: 01959 523929

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