Your rights and responsibilities

What you can expect from us, and what we ask of you in return.

Important

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What you can expect from us

If you are registered with the practice you have the right to:

  • Be treated with courtesy, dignity, and respect by every member of staff, from reception to clinical.
  • Receive medical care that meets accepted NHS clinical standards, from doctors and nurses who are trained and kept up to date.
  • Receive a clear explanation of any proposed treatment, including the risks and alternatives, so you can decide what to consent to.
  • Ask for a referral to a specialist, or for a second opinion, where that’s clinically appropriate.
  • See your own health records, under UK GDPR and the Data Protection Act 2018. Ask any member of staff if you want to view your record.
  • Expect confidentiality. Your medical information stays within the practice except where the law or a clinical situation requires us to share it.
  • Be told about health-promotion campaigns and preventative initiatives through our notice board, website, and newsletter.
  • Have any formal complaint about the practice investigated and answered fairly, in line with our complaints procedure.
  • Have your preferences taken into account when we plan your care.

What we ask of you

To help us care for you and other patients well, we ask that you:

  • Treat our staff with courtesy and respect. Verbal abuse, threatening behaviour, or violence will not be tolerated and may lead to removal from the practice list.
  • Keep your appointments. If you cannot attend, let us know as soon as possible so the slot can be offered to someone else.
  • Arrive on time. We have a late-arrivals policy and may ask you to rebook if you are significantly late.
  • Tell us if your contact details change. Address, phone number, next of kin – we need them current.
  • Use the right service for your need. Reception will signpost you to the most appropriate person or to a community service if a GP is not the best option.
  • Bring all your repeat-medicine needs to one prescription request, not several. It saves time and reduces medicine errors.
  • Ask if you do not understand something. Better a question now than confusion later.

Zero tolerance for abuse

Our staff have the right to a safe workplace. Aggressive, abusive, or threatening behaviour towards any member of the team – in person, on the phone, or online – can result in your removal from the practice list. We do not need to give a warning before this happens in serious cases.

Chaperone policy

Some examinations or consultations are sensitive. If you would like a chaperone in the room with you, please ask at reception or mention it when you book the appointment. We are always happy to arrange one.

The doctor or nurse may also ask for a chaperone to be present in some situations, even if you have not requested one. This is a routine safeguard and applies to you both.

Interpreter service

We have access to a telephone interpretation service covering a wide range of languages. If you need an interpreter, let reception know when you book and they will arrange it. A British Sign Language interpreter can also be arranged – again, please let us know in advance so a longer appointment can be booked.

No smoking and vaping

The practice is a no-smoking and no-vaping organisation. Smoking and vaping are not permitted anywhere within the building, in the entrance area, or in the immediate surroundings.

Tell us if your details change

Let reception know if you change your name, address, phone number, or email address. We need current details to contact you about appointments, test results, screening, and prescription queries.

If you move outside the practice boundary you will need to register with a GP closer to your new address.

Please note: updating your details at the surgery does not transfer to hospitals or other NHS services. If you are under hospital care, let those services know separately – the practice cannot do it for you and you risk missing letters or appointments otherwise.

Want to access your record?

You can request copies of your medical record under UK GDPR. There is no charge for most requests.

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