As an NHS patient registered with our practice you are entitled to:

• Courtesy and respect from the staff. You are entitled to know the name of any of our team member who is talking to you whether in person or over the phone and who is looking after you.
• Privacy and confidentiality when speaking to any member of staff.
• Be given an appointment if you contact us during our opening hours. If you have a medical condition that requires you to see an appropriate clinician urgently we will offer you the same day appointment.
• A clear explanation of any treatment proposed for you by our practice team.
• Expect your medicines to be reviewed regularly if you are receiving repeat prescriptions.
• Be referred to a consultant or for tests and investigations when your GP or ANP thinks it is necessary to be referred for a second opinion if appropriate.
• Have access to your health records, as allowed by the Data Protection Act and other NHS statutory policies. Please write to the practice manager using our Medical Report Request form if you would like to see these or have copies made. There is a subject access fee of £10 for this service.
• Have your telephone enquiries answered as soon as possible and dealt with efficiently.
• Be informed of test, x-ray and outpatient clinic results upon request as soon as they are available and reviewed by our clinician. If you would like to request your test results, please use our Test Results Request form.

We wish to respectfully remind you of your responsibilities to us; these will help us to help you:

• Please keep your appointment. Please give us as much notice as possible if you have to cancel or are running late. If you are late then you may be asked to re-arrange the appointment for another time or day. If you need to cancel, please use our Cancel an Appointment triage.
• Please treat our staff with courtesy and respect. Remember that sometimes the reception staff may have to ask some personal questions in order to assist the clinicians in providing you with the best service.
• In your consultation please give the clinician all the relevant information about your condition and past medical history.
• Your appointment is for one person only. Please respect other patients by trying to keep to 10 minutes for each appointment.
• Do not expect a prescription every time you see the clinician – often implementing our advice can be far more effective than drugs and this will have less potentially harmful side-effects.
• Repeat prescriptions may take 2 working days before they are ready for collection. Please visit our Prescriptions page for more information.
• If you need a home visit, please make your request before 10:30.
• Please, ensure that we have your correct telephone number and your correct contact details at all times. Please, inform us of any alterations in your personal circumstances, such as change of surname, address or telephone number by using our Change Personal Details triage. We are only able to follow you up or refer you effectively, if your contact details are up to date on our records.
• The out of hours services should only be used in an emergency and not for routine treatments, appointments or prescriptions.
• Please respect the fact that we have a duty to look after all our patients equally and therefore all our services are designed to be fair and equal for anyone who needs to use them and not purely for your personal convenience.
• You can help us by letting us know when you are not happy with the services we provide or if you have useful comments about how you think they can be improved. A suggestion box is available at the reception for your suggestions how to improve our service or alternatively, please complete our Feedback form.