Practice Charter

Practice Patient Charter

The surgery will be open on all week days excluding bank holidays as advertised on this website.  At weekends and between 6.00 p.m. and 8.30 a.m. the duty doctor on call can be contacted by the out of hours service via 111.  Between 8.00-8.30 a.m. and 6.00-6.30 p.m. they should be contacted directly on 01306 267 113  Direct telephone contact with the surgery is available between 8.30 a.m. and 6.00 p.m.

On the majority of occasions we will aim to see patients  promptly.  Please remember there may be times when a doctor has to leave to attend an emergency or the doctor may need to give additional time in surgery to a patient because of the nature of the problem they presented with.  If this should happen an explanation will be available from the receptionist.

Suggestions from patients to improve any part of the practice will always be welcomed.  Complaints will be discussed openly and taken seriously.  These can be made via the doctors, reception staff or, ideally, the practice manager.  All complaints will be acknowledged in writing.  Equally if there is something you are particularly impressed with we would be happy to hear about that too, via the same channels.

The practice is committed to providing you with the best possible medical care.  This can only be achieved by working together, please help us to help you.

Patient Responsibilities

Please read our Practice Booklet.  It will help you get the best out of the services we offer.

Appointments may also be available at other times than those shown in this website.

Please try to call between 11 a.m. and 6 p.m. for non-urgent requests.

Please note that during holiday times your doctor may not be available.

Please do everything you can to keep appointments.  Tell us early if you cannot keep an appointment.  If you arrive later than your appointment time this may cause delays and inconvenience to other patients.  If we are running late please be patient – on another occasion it may be you who needs the extra time.

Please remember to tell us if you change your name, address or telephone number.

Please do not call out of hours except in cases of real emergency.
Wherever possible wait for the next surgery.