Our commitment to you

• We are committed to giving you the best possible service. We aim to provide up-to-date medical care within a framework which values the individual Doctor/Nurse/Patient relationship.
• We aim to provide routine appointments, whenever possible with the Doctor/Nurse of your choice, within a reasonable timescale, urgent appointments on the same day and to assess real emergencies immediately.
• When the surgery is closed we will advise patients of the emergency out of hours service (NHS 24/G-MED) to enable a Doctor to be contacted for advice.
• We will treat you as an individual, and with courtesy and respect at all times, irrespective of ethnic origin, religious belief, personal attributes, or the nature of your health problems.
• We will involve you in your care, and no care or treatment will be given without your informed consent.
• We will respect your confidentiality and, when necessary, refer you for specialist treatment or investigation.
• We will visit a patient at home if we consider they are too ill or disabled to travel to the surgery.
• We will keep confidential records to which (subject to the limitations of the law) only you and those involved in your care have access.
• We will listen and respond openly to your suggestions, comments and complaints.
• We will undertake relevant appropriate training to remain confident and competent family Doctors and Nurses and an efficient team as a whole.
• If you are totally dissatisfied with us, or the services we provide, you have the right at any time to leave our list and to register with another practice.

Your commitment to us

• Value the Doctor/Nurse/Patient relationship as we do. We ask that you treat the Doctors, Nurses and all Practice staff with the same courtesy and respect shown to you.
• Remember that our Practice staff are here to provide a professional, quality service to both the patients and the Doctors. All staff carry the same responsibility for confidentiality. Please provide our staff with as much information as possible when requesting home visit, as this information is vital for our Doctors.
• Help us to help you by telling us as clearly as you can how you are feeling, it may help to write it down. If you do not understand what your Doctor/Nurse asks you or tells you, please say so to allow them to explain in more detail.
• Follow the medical advice offered and take any medication as advised.
• Look after yourself - your health is your most valuable asset, look after it by leading a healthy lifestyle - if you are not sure what this is – please ask us. We have regular displays in the waiting room about healthy lifestyle, which are changed often and cater for all age groups.
• When making appointments try to assess the degree of urgency. If in doubt, please discuss it with us. Sometimes an appointment may not be necessary if Reception staff can help you with a query about a prescription or result etc.
• Please do everything you can to keep appointments, tell us as soon as possible if you cannot attend.
• Ask for a home visit only if the patient is too ill to travel. If in doubt, please discuss it with us.
• Contact NHS 24 and GMED out of hours only when you consider matters to be very urgent.
• If you change your name, address or telephone number please let us know so we can update your medical records.

We have the right to remove patients from our list if they persistently abuse our service. In the rare event of a patient being violent or threateningly abusive to staff or other people in the surgery, we may call the Police, and we may ask the Health Board to remove you from our list immediately.