Patients Rights and Responsibilities

You will be treated with courtesy and respect

You will treat practice staff with a courtesy and respect

You will have the choice to be seen by a male or female doctor for routine appointments (if available)

You will be a ‘patient’ patient

You will have appropriate treatment prescribed and clearly explained

You will respect that we are working very hard to provide the best service we can for all our patients, and any violent, aggressive, abusive discriminatory behaviour in person over the phone or via correspondence may lead to being removed from the practice list, and/or police involvement

We will try our best to ensure you will be reviewed the same day if you have a medically urgent complaint

You will notify us as soon as possible if they are unable to keep an appointment as this allows other patients to be seen and keeps waiting times down.

You can, where possible, utilise the NHS app to access appointments request prescriptions or review your record.

You will ring the practice after 11.00am if you have a non-urgent enquiry

You will be referred to a Specialist team when your GP feels it necessary.

You will only request a home visit if you, or the genuinely are unable to come to the practice e.g. housebound, physically incapacitated. If a visit is required please ring before 10am

All referrals will usually be sent within 1 week unless it is a suspected Cancer referral which will be sent the same day

You will be on time for your appointments and notify us as soon as possible if you need to cancel an appointment; persistent missed appointments may lead to being removed from the practice list

You will have access your Health Records, including online access

You will allow 4 full working days when requesting a repeat prescription;

requests can be made by letter, via online request service, by visiting the practice and via the pharmacy; this avoids the unnecessary blocking of telephone lines.

You will be offered appropriate advice by the Practice Team regarding keeping healthy

For hospital follow ups or results you will contact the relevant hospital department and if unsuccessful contact the relevant trusts PALS service –Patient Advice and Liason Service for advocacy and support with your query

You will be able to make suggestions to improve the practice and services we provide through feedback to the team and/or the Practice Forum

If you are coming to see a clinician regarding a recent hospital appointment please ensure you bring a copy of your discharge / outpatient letter (the hospital should provide this to you) in case the hospital has not sent this to the practice

Your complaints will be investigated thoroughly and promptly as per NHS complaints procedure. We endeavour to resolve complaints verbally but where a complaint requires investigation we will write to you with the outcome.

You will be on time for your appointments and notify us as soon as possible if you need to cancel an appointment; persistent missed appointments may lead to being removed from the practice list.

All children will be offered immunisation.

If you are over 10minutes late for an appointment the practice may reserve the right to ask you to reschedule for another appointment

We recognise your need to discuss your concerns in private and will ensure privacy for consultations and confidentiality at all times.

You will request your repeat prescriptions in good time - this will avoid delays

If you have any special needs or difficulties please discuss them with the doctor or other member of staff and we will do our best to appropriate arrangements

The practice will contact you if a result needs urgent attention otherwise we ask that the patient books a further follow up to discuss results.

Alternatively, you can access all your test results via online access.

In the same way as patients can choose their doctor, the doctors reserve the right to accept or remove a patient from their list. This may happen if a patient is unable to work cooperatively with the Practice

You will not expect a prescription every time you visit your GP - good advice is often the best medicine

Your records, both written and computerised, will be kept secure and confidential at all times, in line with data protection guidelines, and NHS confidentiality policy

You will inform us if you change address or telephone number – we may need to contact you urgently

We endeavour to answer all telephone calls to the surgery within five minutes

Although we aim to offer you a choice of clinicians, and aim to offer continuity of care, you will accept that this is not always possible and you will therefore be willing to see any clinician at the practice

Waiting times at the surgery are usually kept to a minimum, but delays are sometime unavoidable and we will advise you when there are significant delays

You will make allowances when waiting in the surgery for the fact that emergency cases will have to be given priority.

Non-NHS work e.g. insurance forms, will not be treated as a priority over NHS medical care

You will understand that there is a charge fro non-NHS work e.g. holiday cancellation forms, housing letters, insurance forms, to whom it may concern letters and they will take up to three weeks to process as NHS work will always take priority