This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

Patient Charter

What we will do for you

    • smiling_patientTreat you with courtesy and respect at all times.

    • Treat you as a partner and discuss with you the care and treatment we can provide.

    • Give you full information on the services we offer.

    • Give you the most appropriate care by suitably qualified staff.

    • Provide you with emergency care when you need it.

    • Try to ensure our system for contacting the Duty doctor is easy to follow, reliable and effective.

    • Try to ensure surgeries start on time.

    • See patients within 20 minutes of their appointment time and offer an explanation in the event of a delay.

    • Inform patients if a doctor is called away on an emergency and offer an alternative appointment or, if preferred, another doctor.

    • Refer you to a hospital of your choice when your GP thinks it is necessary.

    • Refer you for a second opinion when you and your GP agree it is needed.

    • Give you access to your health records, subject to any limitations in the law.

    • Keep the contents of your health records confidential.

    • Give you a full and prompt reply to any complaints you make about our services.  Click here for the complaints procedure and form.

What you can do for us

    • Tell us if you are unsure about the treatment we are offering you.

    • Use the Duty doctor service only for urgent problems.

    • Ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity.

    • Keep your appointments and let us know as early as possible if you are unable to attend.

    • Try to give us at least 24 hours notice for repeat prescriptions. These are signed between 11am and 12pm every day.

    • Please be patient if your appointment is delayed. Delays are often caused by patients needing emergency attention.

    • Let us know when you change name or address.

    • Your privacy is respected at all times. However, reception staff have been asked by the clinicians to ask for brief details to help doctors assess the degree of urgency.

    • Staff at the medical centre are here to help you. It is a difficult job so please be co-operative and patient .

    • Tell us about any complaints or misunderstandings as soon as possible to allow us to deal with them.  Click here for the complaints procedure and form.

    • Let us know when we have done well.  Compliments forms are available at front desk or you can email to

    • We welcome suggestions as to how our service can be improved.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website