Practice Policies

These are some of the key policies that help us run the practice safely and fairly.

Your rights and responsibilities

We aim to give you the best possible care. You can expect us to:

  • treat you with respect, courtesy and dignity, whoever you are;
  • keep your information confidential;
  • explain your care and involve you in decisions about it;
  • give you clear information about our services and how to use them.

In return, we ask that you:

  • treat our staff and other patients with the same respect and courtesy;
  • let us know as early as you can if you cannot keep an appointment;
  • tell us if your name, address or phone number changes;
  • be patient at busy times, and use online requests where you can.

Equality and fairness

We are committed to treating everyone fairly. You will receive the same care and respect from us whatever your age, disability, gender, gender identity, race, religion or belief, or sexual orientation, and whoever you are. If you have a particular need that would help you use our services, please tell us, so we can support you.

Missed appointments

If you cannot attend an appointment, please let us know as early as you can so we can offer it to someone else. Missed appointments waste NHS time and mean other patients wait longer. You can cancel in the NHS App, by replying to your reminder text, or by calling us. If appointments are repeatedly missed without telling us, we may contact you about it, and in rare cases this can lead to removal from our patient list.

Zero tolerance

Our staff have the right to do their work without fear of violence, abuse or harassment. We follow the NHS zero tolerance policy. Anyone who is violent or abusive towards our staff, other patients or visitors may be removed from our patient list and, where appropriate, reported to the police.

Chaperones

You are welcome to ask for a chaperone to be present during any examination. Just ask the clinician or a member of reception. We will always try to arrange one, and we can rearrange your appointment if needed.

We will always ask for your consent before examining or treating you, and you can ask questions or change your mind at any time. Where a patient cannot make a particular decision for themselves, we follow the law on mental capacity and act in their best interests. Parents or guardians usually give consent for younger children, and we involve the child as much as we can.

We are a training practice

We help train the next generation of GPs. As well as our own doctors, we have qualified doctors who are training to become GPs (GP registrars), and from time to time medical students and other healthcare trainees, all working under the supervision of our GPs.

This can mean a trainee sits in on your appointment, or sees you with a GP supervising. To help with training and assessment, we may also ask whether your consultation can be video recorded. A recording only happens with your written consent, it is stored securely, and it is used only for training before being deleted.

You can ask for a trainee not to be present, or decline a recording, at any time. This will never affect your care.

Safeguarding

We have a duty to protect children and adults who may be at risk of harm or neglect, and all our staff are trained to recognise and act on safeguarding concerns. If we are worried about someone’s safety, we may share information with other services, such as social care, to help keep them safe. Wherever possible we will talk to you about this first.

Infection prevention and control

We work hard to keep the surgery clean and safe for patients and staff. Our team is trained in infection prevention and control, and we follow national guidance on cleanliness, hand hygiene and the safe use of equipment. Hand sanitiser is available for you to use in the building. If you ever have a concern about cleanliness, please tell a member of reception.

Confidentiality and your information

Everyone working at the practice has a legal duty to keep your information confidential. For full details of how we use and protect your information, and your choices, see Your data and your rights.

Freedom of Information

Under the Freedom of Information Act you can ask for non-personal information about how the practice is run. See our Freedom of Information page for what we publish and how to make a request. This is also where we publish our statement of average GP net earnings.

Comments, compliments and complaints

We welcome your feedback. See our Complaints page for how to raise a concern, or tell us how we did through the Friends and Family Test.

Accessibility

Read our accessibility statement to find out how we make our services and website accessible, and how to ask for information in other formats.

This page was last updated in June 2026.