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Important Patient Notice

For the foreseeable future we will be moving to primarily telephone or online modes of consultation, although we will still continue to see people who need to come in to surgery, and some clinics will still run in limited way.

If you have an appointment already booked, please do not come to the surgery. Instead, the doctor or nurse will call you to discuss your problem and see if they can help without coming into surgery.

Please keep your phone nearby around your allotted appointment time.

We are all grateful for your patience and understanding in this period of uncertainty, and wish to reassure you that we are here to help and care for you as normal.

Covid-19 is a viral infection which is spreading across the world. It is infectious and potentially fatal.

Information is changing on a regular basis. The latest current guidance can be found on:

Please note: If you have any communication needs and wish to access information in a different format please notify a member of Reception.


If you require urgent medical assistance that cannot wait until the surgery re-opens, please call 111 where you will be put through to the NHS 111 helpline who will be able to assist you further

NHS111 is a free to call, non-emergency, medical helpline operating in England.

The service is part of the country’s NHS telephone and triage and advisory services

 The Choose Well website is an excellent resource which includes details of services in the area, including local pharmacies and walk-in centres, and self-care information.  It provides a wealth of clear, clinically assured self-care information for patients, covering over 40 topics in 64 languages; each topic comes with a downloadable pdf leaflet to help you to self-care. 

 We are now providing an electronic prescribing service.  If you nominate a preferred local pharmacy we can send your prescriptions directly to them electronically.  The advantage of this service is that you will not have to collect the prescription from the surgery, simply collect the medication from your pharmacy.  If you are interested, please go to your preferred pharmacy and they can arrange.



 You may be entitled to an NHS Health Check please check with Reception.

This involves an appointment with the HCA who will record medical details, check height, weight, blood pressure and relevant blood tests.  She will then review your case following the results.

Practice Charter


All health professionals have access to patients’ health records. Any other bodies need to have patients’ written consent. Confidentiality is maintained at our surgery.

Comments & Complaints

We welcome feedback and comments from patients in order that we are always aware of where we are or are not providing satisfaction. In the waiting room is a secure RED postbox. If you wish to leave comments please deposit them in the box via the ‘How are we Doing?’ leaflets which are available from reception. If you require a response to your comments please indicate this and we will aim to respond to you within five working days.

We will always do our best to achieve high standards. However, if you have cause for complaint we take complaints very seriously, no matter how big or small. So if you do have a comment, concern or complaint about any staff member or aspect of service, then please do let us know.

We hope that most problems can be resolved at the time between those parties concerned. Please ask to speak with the Complaints Manager at the time of the incident. However, if this is not possible then you can phone or write to as soon as possible. Prompt contact will enable us to investigate the matter more easily.

We guarantee an acknowledgement of your complaint within 2-3 days. Our acknowledgement will offer you the opportunity to discuss how we will handle your complaint and provide the date by which we will respond in full.

After investigating the circumstances of the complaint, a response may be provided either verbally or in writing and may be an explanation, an apology or the view expressed that there is no reasonable complaint to be upheld. Please contact the 'Complaints Manager' or one of the GPs if you have complaints or suggestions.

We handle complaints in line with the NHS complaints procedures. A copy of this procedure can be obtained from the reception staff and this is also described on a poster in the Waiting Area. Complaints should be made directly to the 'Complaints Manager' who can direct the complaint through the correct complaints process.

We hope that you will use our internal complaints procedure and allow us to resolve your complaint. However, under NHS complaints procedures, in the event that you make a complaint and you do not feel that our response to you is satisfactory, you can raise your concerns with the commissioner of our service which is NHS England. You can contact them using the details below.

National Customer Contact Centre:

Tel: 0300 311 2233
Post: NHS England, PO Box 16738, Redditch, B97 9PT

The service operates Monday to Friday, 8am to 6pm, except bank holidays. Calls to 03 numbers should cost no more than geographic 01 or 02 calls, and may be part of inclusive minutes subject to provider and call package.

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. This department is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service.
You can contact them on 0345 015 4033, or write to them at:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP. or Email:

Zero Tolerance

The practice operates a zero tolerance policy with regard to violent or aggressive patients. In these circumstances, the patient will be taken off the practice list immediately and informed of this in writing.

Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the “classes” of information the practice intends to make routinely available.

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