• You will be treated as an individual and will be given courtesy and respect at all
times. You have the right to be treated confidentially.

• Respect for religious and cultural beliefs will be honoured.

• Normally we will answer the telephone promptly and courteously.

• You have the right to information about your own health (illness and treatment,
possible side effects, prevention or recurring illness etc).

• We will offer medical advice and information for promotion of good health.

• You have the right to see your own medical records subject to the limitations of the law. Please put your request in writing to the practice manager, Gary Toyne, at this address. In some circumstances a fee may be payable.

• Home visits will be made when requested and if a doctor feels that you are not well enough to attend the surgery. The final decision rests with the doctor.

• We may give you test results when you telephone the surgery for them, or you may be offered an appointment to discuss them.

• If your doctor believes that you need a second opinion, they will arrange this.

• You will be given a time to see a doctor in accordance with the system used
in this practice. If there is a substantial delay for any reason, you will be given an
explanation.

• Repeat prescriptions will normally be ready within 48 hours.  This may be slightly longer if you have requested your prescription to be collected
by your local pharmacy.

• Routine referral letters will be typed and dispatched as promptly as possible after
the doctor has agreed to the referral. Routine referral letters are collected by a
courier daily and taken directly to the hospital. Urgent hospital referrals may
be faxed or telephoned by the doctor at their discretion.
If the doctor refers you to A&E they may provide you with a short handwritten note
to take with you.

• If you are 75 years or older, you will normally be offered an annual health check.
 

• We ask that you treat our doctors and all practice staff with courtesy and respect.

• The first hour of the morning can be extremely busy. Please keep telephone
calls brief. If possible, please leave routine calls for later in the day.

• Please contact the surgery between 8.30 and 10.30am for a home visit during the
day.

• Please ask for a visit only if it is really necessary.

• If tests are ordered for you, please ask your doctor or a member of staff about receiving the results.

• Please read our practice booklet/website to get the best out of the services available.

• You can discuss any medical matter with the doctor, including asking for a second
opinion.

• Please let us know if you are unable to keep an appointment. We can then offer
this appointment to someone else.

• Please check our booklet/website for the procedure for obtaining repeat
prescriptions.

• Where an appointment or acknowledgement of a routine referral for a hospital
appointment is not received within six weeks, contact the hospital concerned.

• Please speak to a member of the practice staff if you wish to see your
medical records.