• You will be treated with courtesy and respect by all Practice personnel.
• An urgent appointment with a Doctor or Nurse Practitioner will be available on the same day.
• We aim to answer the telephone within six rings.
• An appointment with a Practice Nurse will be available within three working days.
• Requests for repeat prescriptions will be dealt with within 48 hours.
• All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
• If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.

How Your Records are used to help you

Your records are used to guide and administer the care you receive to ensure:

• Your doctor, nurse or any other healthcare professionals involved in your care have accurate and up-to-date information to assess your health and decide what care you need when you visit in the future
• Full information is available should you see another doctor, or be referred to a specialist or another part of the NHS
• There is a good basis for assessing the type and quality of care you have received
• Your concerns can be properly investigated if you need to complain

How your records are used to help the NHS

Your information may also be used to help us:

• Look after the health of the general public
• Pay your GP, dentist and hospital for the care they provide
• Audit the NHS accounts and services
• Investigate complaints, legal claims or untoward incidents
• Make sure our services can meet patient needs in the future
• Prepare statistics on NHS performance
• Review the care we provide to ensure it is of the highest standard
• Teach and train healthcare professionals
• Conduct health research and development

Some of the information is held centrally, but where this is used for statistical purposes stringent measures are taken to ensure that individual patients cannot be identified. Anonymous statistical information may also be passed to organisations with a legitimate interest, including universities, community safety units and research institutions.

Where it is not possible to use anonymised information, personally identifiable information may be used for essential NHS purposes. These may include research and auditing services. This will only be done with your consent, unless the law requires information to be passed on to improve public health.

For further information please ask at reception for a leaflet.