These are the local standards set within this Practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Our responsibility to you

We are committed to giving you the best possible service:

• People involved in you care will give you their names and ensure you know how to contact them. The Practice should be well sign posted and GPs, nurse and phlebotomist’s names are indicated on their consulting room doors.
• We run an appointment system in this Practice. You will be given a time at which the GP, nurse or phlebotomist hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
• You will have access to a GP rapidly in cases of emergency, 24 hours in cases of urgency and otherwise as appointment availability allows, up to 4 weeks in advance. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the Practice.
• We will try to answer the telephone promptly and to ensure we have sufficient staff available to do this.
• If you have undergone tests or x-rays ordered by the Practice, we will advise you when and how to obtain the results.
• Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin, spiritual and cultural beliefs or sexual orientation.
• We will give you full information about the services we offer. Every effort will be made to ensure that you receive information which directly affects your health and the care being offered.
• The Practice will offer patients advice and information on steps they can take to promote good health and avoid illness; and self help which can be undertaken without reference to a GP in the case of minor ailments.
• You have the right to see your health records, subject to limitation in law. These will be kept confidential at all times.
• As a patient you have the right to see a specific practitioner. Where possible we will try to accommodate your request, allowing for sickness and holidays.

Your responsibility to us

• Please let us know if you change your name, address or telephone number.
• Please be on time for your appointments. We have a Practice policy which allows patients 10 minutes lateness, if you arrive after this time you will be asked to re-book your appointment.
• Please do everything you can to keep appointments. Tell us as soon as possible when you cannot attend, this allows us to offer the appointment to another patient. We will write to you if you fail to attend and do not cancel.
• We need help too. Please ask for home visits by the GP only when the patient is too ill to visit the Practice.
• Please keep your phone call brief and avoid calling during peak morning times for non-urgent matters.
• Tests results take time to reach us, so please do not ring before you have be asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the Practice.
• We ask that you treat the GPs and Practice staff with courtesy and respect. Patients are reminded that any violence or abuse to GPs, staff or other patients on the premises will not be tolerated and will result in removal from the Practice list.
• Please read our Practice Leaflet. This will help you get the best out of the services we offer. Our Practice Leaflet is available from Reception.
• It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
• Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice, please act upon it.
• Please ask if you wish to see your GP.