Change of Details
Please let us know if you change your name, address or telephone number.

Comments / Complaints
We are very happy to receive constructive comments and suggestions for improving our service to patients. All general practitioners and staff at the practice use their very best endeavours to give patients the service they expect and to which they are entitled. Nevertheless, there are inevitably occasions when we do not meet the high standardswe set ourselves and we appreciate patients brining these to our attention.

If you are unable to obtain satisfaction from the member of staff directly involved in your complaints, and wish to take it further, then in the first instance any complaints should be addressed to the Practice Manager. Please ask at Reception for a copy of the practice complaints procedure.

How To Help Us

• Please do everything you can to keep appointments. Tell us as soon as possible if you cannot keep an appointment. Otherwise, other patients may have to wait longer. You are able to cancel appointments via the automated telephone system.
• Please ask for home visits by the doctor only when the person is too ill to visit the Surgery.
• Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
• Test results take time to reach us, so please do not ring before you have been 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 doctors and practice staff with courtesy and respect.
• 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.

Patient Participation
The practice endeavours to engage with the practice population to develop and enhance services. This is a two-way communication process to ensure the right services are commissioned locally. If you are interested in becoming actively involved, please speak to the Practice Manager.

Practice Charter Standards
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.

Nursing Homes
We offer a dedicated GP service for a number of nursing homes in the area.

Our Responsibility To You
We are committed to giving you the best possible service.

• NAMES: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors' or nurses' names are indicated on their surgery doors.
• WAITING TIME: We run an appointment system in this practice. You will be given a time at which the doctor or nurse 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.
• ACCESS: You will have access to a doctor rapidly in case of emergency and otherwise within two working days. We will arrange a home visit appropriate for those who are too ill or infirm to be brought to the surgery.
• TELEPHONE: We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor or nurse.
• RESPECT: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
• INFORMATION: We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.
• HEALTH PROMOTION: 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 doctor in the case of miinor ailments.
• HEALTH RECORDS: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.
  

Tests / Results
Blood tests will generally take a week before the results are available and X-rays 10-14 days.

Please ring the practice reception after 14.00 for results