Practice Charter:

Our Values:

• We are here to provide a high standard of care for all of our patients, prioritised according to clinical need.

• We believe in equality and fairness and will act without discrimination in our behaviour towards patients and staff. We believe that all patients have an equal right to our services.

• We believe that our patients and our staff should always treat each other with respect.

• We respect the rights of patients to confidentiality, and their rights to access the personal information we hold for them.

• We will comply with all laws and regulations that govern our work.

What our patients can expect from us:

• Our staff will always treat you with respect and dignity.

• Our Doctors and Nurses will always endeavour to provide appropriate information about your health.

• We will always offer an appointment that meets your clinical need.

• As far as the needs of other patients allow, we will try to keep our surgeries to time and minimise any need for you to wait to be seen.

• We will strive to make appropriate arrangements for you if you have special access needs.

• We will restrict access to your personal information on a strict “need to know” basis.

• We will allow you to see your medical record, unless there is good reason not to do so.

• We will investigate any formal complaint you may wish to make, and respond as soon as we can.

What we expect from our patients in return:

• Please respect our staff, our property and other users of the Surgery at all times.

• We will not, under any circumstances, tolerate violent or abusive behaviour towards our staff or other patients. Such behaviour may lead to legal action or to removal of the patient from the practice list without warning.

• Please do not waste our time. There are many others who need our services:

  • Arrive in good time for your appointment.

  • Do not ask for unnecessary home visits – attend Surgery whenever possible.

  • Tell us as soon as possible if you are unable to keep an appointment.

  • Do not ask for special treatment, our services are prioritised according to clinical need.

  • Ensure that prescription requests are submitted in good time, to allow appropriate checks and avoid the need for special prioritisation.