Practice Polices

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.


The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.  

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.  

The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required.  This may mean rescheduling appointments in order to meet this need.

A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.

Complaints Procedure

Our aim is to give you the highest possible standard of service and to deal quickly with any problems that arise.

In support of this we operate a complaints procedure. Our system meets the nationally agreed criteria for dealing with NHS complaints. A leaflet giving details of our procedure is available. You can obtain a copy of the NHS complaints procedure by visiting

If you are unhappy about any aspect of our services please contact the General Practice Manager.

Practice Charter Standards

These are the local standards set within this practice for the benefit of our patients. It is our responsibility to give you treatment and advice. Following discussion with you, you will receive the most appropriate care. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask questions if you are unsure of anything.

Patient Rights & Responsibilities

Our Responsibilities to You

We are committed to giving you the best possible service.

NAMES: People involved in your care will give you their names and ensure that you know how to contact them.

WAITING TIME: We run an appointments system in this practice. You will be given a time at which the doctor or nurse hopes to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.

ACCESS: You will have access to a doctor in the case of an emergency. A home visit will be arranged as appropriate, for those who are too ill or infirm to be brought to the surgery.

TELEPHONE: We will try to answer the telephone promptly and ensure that there are sufficient staff available to do this.

TEST RESULTS: If you undergo test or x-rays at the request of the GPs you will be informed how to obtain the results.

RESPECT: Patients will be treated as individuals and partners in their healthcare, irrespective of ethnic origin and cultural beliefs.

INFORMATION: We will give you full information about the services we offer. Every effort will be made to ensure that you receive information which directly affects your health and the care being offered.

Your Responsibilities to Us

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments, and inform us if you cannot.

Please keep your telephone calls brief and avoid calling during peak morning time for non-urgent matters.

Test results take time to reach us so please do not ring before you have been asked to do so.

We ask that you treat the doctors and practice staff with courtesy and respect.

Remember, you are responsible for your own health, and the health of your children.

We will give you our professional help and advice. Please act upon it.

Zero Tolerance

The practice operates a zero tolerance policy in relation to abusive or violent behaviour toward staff. Such behaviour will result in removal from the practice list and where appropriate will be reported to the police.