Code of Conduct

What we Expect From our Patients

  • Whenever you attend the surgery, please check in with reception staff.
  • Please try to arrive on time and note that your appointment will be cancelled if you are more than 10 minutes late.
  • At the time of booking your appointment, please inform the reception staff of any special needs, e.g. need for an interpreter, chaperone or an extended appointment.
  • You will always be seen by a GP on the day you request an appointment if your need is medically urgent.
  • If you are not called for your appointment within 15 minutes of your appointment time, please tell the receptionist.
  • If you cannot attend a booked appointment – or no longer need it – please notify the surgery in order to avoid wasting valuable appointment time. You can do so online by completing the Cancel an Appointment form.
  • If you are not clear on the instructions you have been given by the GP or another staff member, please ask for clarification before leaving the surgery.
  • Please respect other patient’s need for a calm atmosphere in the waiting area and try to keep your children under control where possible.
  • Please do not use your mobile phone.
  • Always give 48 hours notice of repeat medication requests.
  • Please do not come to the GP with a long list of concerns. The doctor has time to discuss one concern at a time.
  • Patients are reminded that physical threats/abuse, verbal abuse or racial abuse are unacceptable and will generally result in immediate removal from the GP’s list. Please view our Zero Tolerance policy page for more details.
  • If you have a problem or concern, or would just like to chat about the service provided by your practice, ask to speak to the practice manager. She will be pleased to make an appointment to see you.

What we offer our Patients

  • We will provide access to appointments and ensure emergencies can be accommodated.
  • We will ensure the patient receives any assistance necessary during their appointment, e.g. services of an interpreter, chaperone etc.
  • We will try and ensure that patients are seen as close to their allocated appointment time as possible.
  • If the surgery is running late, we will advise the patient at the time of checking or on the notice board of any delay in their appointment.
  • We will always treat patients in a friendly, unhurried and respectful way.
  • We will provide a comfortable, clean and safe surgery.
  • We will explain to the patient if a practice policy is preventing agreement to a request.
  • We will respect the patient’s need for confidentiality, both face to face and over the telephone.
  • We will be prepared to explain, slowly and carefully, any instructions given by a member of staff.

Created: January 2017
Review: May 2021