We understand that our patients rely on us for a huge range of matters, from getting access to the most appropriate clinician when it is most needed, to being able to collect prescriptions promptly on the expected day.

We will always do everything we can to meet these expectations but, unfortunately, there are occasions when we are asked for things that we simply cannot provide.

We believe that the practice/patient relationship is a two-way street and as such we thought it would be helpful to detail what you can expect from us and we expect from you in return.


  • All members of staff are responsible for dealing with all patients in an appropriate manner. 
  • It is our responsibility to ensure that all prescriptions are completed within the stated 48 hour process.   
  • Admin should ensure that patients are booked in to see the most appropriate clinician for their stated symptoms.                                                                                                                   
  • It is our responsibility to communicate with you when necessary.    
  • Doctors should inform you, based on the given symptoms, whether you need a medical face-to-face review.                                                                                               
  • This ensures that we match patient demand to access to benefit all patients. 
  • We will keep waiting times to a minimum and ensure that we are attentive and thorough during our consultations.        

  • All patients are responsible for having a respectful attitude when dealing with all members of staff.
  • It is your responsibility to ensure that you hand your prescription request into the surgery/pharmacy promptly, allowing staff enough time to process the request without running out of medication.  
  • Patients are responsible for self-treating any minor ailments such as coughs, colds or sore throats 
  • (see reception for full details) before booking an appointment.
  • It is your responsibility to ensure that all of your contact details are correct and up to date.        
  • You should be truthful and honest about your symptoms and should not withhold or exaggerate symptoms or information that may be relevant.                                      
  • You must present with one issue per 10 minute consultation and must not be asked to be seen during another patient's consultation.