Practice policies

Freedom of Information

The freedom of information Act requires the practice to make certain information available to the general public if requested.  Most of this information is contained in the practice booklet and on this website. 

However you may access the freedom of information website at

Your Health Information – How we protect and use it

Please read our leaflet on how we protect and use patient data

Zero Tolerance Policy:

Abusive or Violent behaviour will not be tolerated, We operate a zero tolerance policy on this matter and will contact the police where appropriate.

Suggestions & Complaints

The practice strives very hard to ensure that everyone receives quality care, and welcomes any suggestions or comments from you as to how to improve the service we offer.  We realise that occasionally things do not go as smoothly as we would like. 

If you think that this has happened to you, please contact the practice manager so that we can help you sort the problem out. 

A practice-based complaints procedure is in operation, details of which may be obtained from the Practice Manager.

Our Responsibilities to You:

  1. All patients will be treated as individuals in a caring and confidential manner by all staff.
  2. To be seen by the doctor or health care professional of your choice whenever possible.
  3. To be seen the same day if your problem is deemed to be medically urgent.
  4. If you have undergone tests, the doctor or nurse will tell you how and when to contact Surgery to check on the result.  The receptionist will tell you the result and/or pass on instructions given by the doctor.
  5. To be kept informed on waiting times, delays and cancellations.
  6. Your repeat prescriptions will be ready for collection within 48 hours of your request.
  7. We will provide you with information about how to make suggestions or complaints about the care we offer.  We strive to improve our services, so we welcome any comments.
  8. The doctors and staff work closely together as a team and aim to give you the highest quality of health care.  We aim to meet these standards that we see as our responsibilities to you, and we need your help achieving this.

Patient Responsibilities:

  1. Please let us know your name, address or telephone number.
  2. Please do everything you can to keep appointments and arrive on time.  Tell us as soon as possible if you need to cancel an appointment so that it can be given to somebody else.
  3. Please ask for a home visit only when the person is too ill to visit the surgery, whenever possible request this before 10:30am.
  4. Should you wish to leave a message for your doctor, this can be done through the receptionist.  This saves you and your doctor an appointment.  Please avoid telephoning for non-urgent matters when the lines are busiest before 11:am.
  5. Please request a night visit only when you feel it is absolutely necessary.  Remember the doctor who is on call is working in addition to their normal hours.
  6. Please re-order routine drugs in good time before your supply runs out, try to re-order as many items as possible at once.  Please tell us if you are requesting drugs not prescribed before or drugs prescribed infrequently as this may result in delays.
  7. Hundreds of tests are performed every week. Please accept responsibility to contact us for the result rather than expect us to contact you. Once you have your results and only if the doctor advises should you then make an appointment.  When your tests or investigations are performed at the hospital the results are obtained by contacting the Consultants secretary.  This will avoid unnecessary telephone calls and appointments in surgery.
  8. If you still feel you need to see the doctor to discuss details of hospital consultations or tests, please check that your doctor has received the reports before you make an appointment.
  9. Remember that you are responsible for your own health so please follow our advice.
  10. Please extend the same courtesy and politeness to us as you would expect to receive.
  11. Please read our practice leaflet to enable you to get the best out of our services and use the member of the team best able to help you.  If you do not understand the information you have been given, or are unsure of anything, please ask us.

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