A summary of our commitment to our patients and what we expect from you.

Our commitment to you:

• We will treat all patients equally and with dignity and respect.
• Our aim is always to provide a personal, friendly, professional and confidential service.
• We will offer access to our services and other available local services in line with your assessed needs.
• We will try to offer you an appointment with your GP or nurse of choice where possible for routine appointments.
• We will listen to you and involve you in decision-making about your treatment options.
• We aim to support you to lead a healthier lifestyle by providing information so that you can make an informed choice.
• Our clinicians will keep up-to-date with the latest guidance and information by attending regular training sessions and updates.
• We continuously monitor and improve our systems to ensure we operate as efficiently as possible within the resources available to us.
• If you are unhappy with an aspect of your care, we operate a practice complaints procedure which may be used in confidence. 
• We welcome and consider all feedback from patients and make best use of our Patient Participation Group (PPG), which any registered patient is welcome to join, when making decisions that affect our patients.

Please help us to help you:

• Please keep any appointment you have made or cancel it in plenty of time so that another patient can use it. 
• Make full use of our online services by downloading the NHS App.
• Remember that general practice is not designed to be an emergency service.
• Use our service responsibly and do not expect immediate treatment for non-urgent/routine conditions. Use other avenues of help, such as your community pharmacy or NHS 111 online.
• Remember that the GP is not always the most appropriate clinician in the practice to see you. Our care navigators will sometimes book you in with other professional staff, who are better placed to help you.
• On arrival for your appointment, make sure you check in using either the automated patient check-in, or by reporting to the receptionist at our front desk.
• Please be patient with us if there is a delay. This is likely to be due to another patient needing additional time or suffering a medical emergency. We will try to keep you informed about any delays.
• Only request a home visit if you are genuinely housebound. Our clinicians can assess and help you more efficiently in practice.
• Allow sufficient time for us to process your repeat prescription requests and remember that the pharmacy requires time to process them too. To avoid running out of medication, always order what you need a week in advance.
• Follow up on your test results a week after your test. Should there be any serious abnormality, we will contact you promptly.
• Follow up on a referral made if you have not heard back within the timescale advised.
• Please keep us informed of any changes to your name, address, telephone number or email address.
• Please treat us with respect. We operate a zero tolerance policy and will not tolerate verbal or physical abuse.