How to Help Us to Help You

What You Can Expect From Us

• To receive a high standard of health care, health screening and prevention.

• To be referred to a specialist by a GP when appropriate.

• To be provided with information on your care and the alternatives available before agreeing to treatment.

• To receive prompt treatment in the event of an emergency.

• The guarantee that the information in your medical records will be protected and that staff will adhere to the rules of confidentiality.

• To see your medical records going back to November 1991 in the presence of a doctor or senior member of staff. Certain details may be withheld if your doctor believes this is in your best interest.

• To be kept informed of any changes and developments at the practice.

When You Visit the Surgery

• You will be treated with dignity, courtesy and respect at all times, irrespective of ethnic origin, sexuality, religious belief, personal attributes or the nature of your health problems.

• You will be welcomed by our friendly reception staff. They are able to give you advice on any non-clinical issues.

• You can expect that an area will be set-aside for confidential conversations between yourself and a receptionist, if the need arises.

• You can expect to be seen within 30 minutes of your appointment time. An explanation will be given if the practice fails to meet this standard.

How You Can Help Us

• By treating the medical and administrative staff with the level of courtesy and politeness you would expect to receive.

• By being punctual for your appointment time and notifying the practice as soon as possible if you are unable to keep the appointment.

• By making more than one appointment if more than one person in your family needs to be seen.

• By making a longer appointment if you have several problems to discuss with the doctor.

• By making a request for a house visit, if you cannot safely leave the house.

• By contacting the ‘Out of Hours’ service only when you have a medical emergency situation which you believe cannot wait until the practice is open on the next working day.

• By indicating to reception staff the reason for making an appointment with the practice nurse i.e. travel vaccinations, cervical smear etc. This will enable the receptionist to allot the correct amount of time for the procedure.