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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. Click here to see ways of contacting us.

  • 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 may need further details about your problem 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.

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



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