Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.

Late Policy

If you arrive late for your appointment with GP or a Nurse they allow a 10 MINUTE window after the appointment time.

After this time we will have to consult with the GP or Nurse and they will be the ones to make the decision whether you can be seen or not.


It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. To find out more please see our Carers page.


The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

  • Cervical cytology
  • Gynaecological
  • Testicular
  • Breast Examination
  • Rectal Examination

DNA Policy (Did Not Attend)

Should a patient fail to attend/cancel 2 appointments within 12 months they will receive a warning letter from the Practice.  Should a patient then fail to attend a 3rd appointment in 12 months they will receive a letter from the Partners stating that they may be removed from the Practice List.

Please always attend your appointments and if you cannot for any reason please cancel them as soon as you can and preferably at least 24 hours prior to the appointment.  This then allows the Practice to offer an appointment to one of your fellow patients.

Thanks you.
The Partners.

Problems or Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Statement of Intent Regarding Developments in IT

New contractual requirements came in from 1st April, 2014 and Practices are required to announce / advertise what they intend to do with regards to developing Information Technology (IT). Read our Statement of Intent Regarding Developments in IT here.

Zero Tolerance to Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient's medical records the fact of the removal and the circumstances leading to it.