You and your general practice

What you can expect from us, and how you can help us to help you.

What you can expect from us

• We are open Monday to Friday, 8am to 6:30pm. You can contact us online, by phone or in person. Contact us
• When you ask for help, we will look at your request and tell you what happens next, usually within 1 working day. We will not ask you to call back another day.
• You may see a GP, nurse, pharmacist or another healthcare professional, in person or by phone.
• You can ask to see a particular doctor. You may wait longer. Every patient has a named GP. Meet the team
• You can ask for an interpreter, a longer appointment or information in another format. Get help at your appointment
• A carer or family member can speak for you if you agree.
• If you are 16 or over, you can book and attend appointments on your own. If you are under 16, you can ask to see a doctor on your own.
• You can join us without ID, proof of address or an NHS number. Join the surgery
• In most cases you can choose where we refer you.
• Our NHS services are free. Some private work is not. Fees for non-NHS services
• We will treat you fairly, kindly and with respect.
• You can give feedback or complain, and it will not affect your care. Complaints and feedback

GPs are on your side

We aim to respond to all appointment and advice requests promptly, prioritising those most in need. Sometimes we may need to offer you an appointment on another day or direct you to another suitable service.

For safety reasons, urgent medical requests cannot always be accepted via our online system. For something urgent, pick up the phone or walk in to our reception.

The need to prioritise urgent cases to keep patients safe can result in longer waiting times for routine/non-urgent appointments.

As your GP practice, we will always do what we can to deliver the best service possible for you and your family. With the right resources and support, we could expand our services, employ more staff, and deliver the safe, timely, and personalised care you deserve.

How you can help us

• Before your appointment, write down your symptoms, worries and what you want to talk about.
• Arrive on time, and answer your phone if we have arranged to call you.
• If you cannot come, cancel as soon as you can so someone else can have your appointment.
• Use the NHS App if you can, and turn on its notifications so you see our messages.
• Order repeat prescriptions in good time, and only what you need.
• Tell us if your contact details change.
• Treat our staff and other patients with respect. Read our zero tolerance policy

In an emergency, call 999 or go to A&E. When we are closed, use NHS 111 (opens the NHS website).

Read NHS England's guide, You and your general practice (opens the NHS England website). It is available in other languages and formats.