Mission Statement and Patient Charter

 

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Mission Statement

Our mission is to provide every patient with safe, high-quality, personal medical care, delivered with continuity, compassion, and respect.

 

Patient Charter

What We Will Do For You

  • Treat you with courtesy, dignity, and respect at all times.
  • Provide safe, evidence-based care from suitably qualified clinicians.
  • Offer continuity of care through our personal list system, with a named GP responsible for your overall care.
  • Give you clear information about the services we offer and the choices available to you.
  • Involve you in decisions about your care and treatment.
  • Provide urgent care when you need it during opening hours, and signpost you to the right service when we are closed.
  • Refer you for specialist advice or a second opinion where you and your GP agree it is appropriate.
  • Make our services accessible to all, including patients with communication, sensory, language, or mobility needs.
  • Keep your information confidential and handle your records in line with UK GDPR and the Data Protection Act 2018.
  • Give you access to your health record through the NHS App, subject to limitations set by law.
  • Acknowledge complaints promptly and respond fully and fairly.

What You Can Do For Us

  • Treat our staff with courtesy and respect. We operate a zero-tolerance policy towards abusive, threatening, or violent behaviour.
  • Tell us if you are unsure about the care or treatment offered, or if anything is unclear.
  • Use 999 only in a life-threatening emergency, and NHS 111 (online or by phone) when the Practice is closed.
  • Request a home visit only when illness or infirmity prevents you from attending the surgery, ideally before 10:00am unless urgent.
  • Keep your appointments, and cancel as early as possible if you cannot attend so that we can offer the slot to another patient.
  • Let us know when your name, address, telephone number, or other contact details change.
  • Raise any concerns or misunderstandings with us as early as possible so we can put things right.
  • Tell us when we have done well - we share positive feedback with our team.