Your Rights and Responsibilities

Help us to help you

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Doctor’s Responsibilities

  • You will be greeted courteously
  • You have a right to confidentiality in line with our Confidentiality policy
  • You have the right to see your medical records subject to the limitations of the law
  • You will be seen the same day, if your problem is urgent
  • You will be seen by your doctor whenever possible
  • You will be informed if there will be a delay of more than 20 minutes for your appointment
  • You will be referred to a consultant when your GP thinks it necessary
  • You will be given the result of any test or investigation on request or at your next appointment. More information can be found on the Test Results page
  • Your repeat prescription will be ready for collection two working days after your request. For more information, please view the Prescriptions page
  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly. To make a complaint, or for more information on the process, please visit the Suggestions, Comments and Complaints page

Patient’s Responsibilities

  • Please treat all surgery staff with the same respect – we are all just doing our job
  • Do not ask for information about anyone other than yourself. More details can be found on the Freedom of Information page
  • Tell us of any change of name or address, so that our records are accurate. You can inform us of any changes to your details by completing the Change of Personal Details triage
  • Only request an urgent appointment if appropriate. Home visits should only be requested if you are too ill to attend the surgery and night visits should be for emergencies only – the doctor on-call will be at work as usual the next day. For more information, please view the Home Visits page
  • Please cancel your appointment if you are unable to attend. You can do this online by completing the Cancel an Appointment triage
  • Please be punctual but be prepared to wait if your own consultation is delayed by an unexpected emergency
  • Please allow sufficient time for your consultant’s letter of the results of any tests to reach us
  • You will be advised of the usual length of time to wait
  • Use the tear-off slip to request your repeat prescription whenever possible. Please attend for review when asked, before your next prescription is due
  • Do let us know whenever you feel we have not met our responsibility to you
  • We would, of course, be pleased to hear when you feel praise is due