Our Practice Charter
What you can expect from us
We will treat you with respect, courtesy and dignity at all times and be mindful of confidentiality throughout our communications with you.
Routine bookable appointments - are available in the afternoon. If you just wish to see a GP and are happy to see any of our GPs; appointments are available from 2 to 3 days in advance. If. however you prefer to see your named GP, or a GP of your choice, this can take longer but you should be able to make an appointment up to 2 to 4 weeks in advance.
Routine telephone appointments - are bookable up to 4 weeks in advance.
On the day pre-booked appointments - we offer limited on the day/urgent appointments at the end of afternoon surgery, they are released after 13.30 pm each day Monday to Friday.
Emergency telephone calls - are covered by our on call GP and are prioritised for an urgent home visit, an on the day urgent appointment here at the surgery,or an on the day telephone call.
Prescriptions - please allow 2 working days. Leading up to Bank Holidays, it is helpful if you can make your requests up to 4 working days in advance.
Dosette boxes - please allow up to 5 working days.
Medical reports/referral letters - please allow up to 10 working days.
Comments and suggestions - please speak to one of our staff or email us here
Complaints - are treated confidentially, investigated and the outcome will be shared with you. We regard all complaints as a point of learning and improvement. Please see our Comments and Complaints Section for more information on submitting a complaint.
What we expect from you
Please let us know in advance - if you need to cancel an appointment.
If you are late for your appointment - you may be asked to book your appointment for another day. If you know in advance this may be the case then please call us, we may be able to help.
Home Visits - are for housebound patients only. Please remember this during the flu vaccination season.
Urgent appointments - are for emergencies and urgent medical needs only.
Late running surgeries - this does happen due to the nature of general practice. Some problems take longer than the alloted appointment time and sometimes it is due to medical emergencies. You can help us to run on time by only seeking advice on one problem in each appointment. Please be patient and our reception team will try to forewarn you should a significant delay occur. If you have been waiting more than 30 minutes for your appointment, please enquire at reception.
Rude, abusive, verbal harassment or violent behaviour - will not be tolerated at any time. You will be warned and should you persist in such behaviour, the police will be called and you will be removed from the practice. In some cases this may mean that you will be removed from the practice registration list and will be re-directed by the NHSE to register with the Violent Patient Scheme at University Hospital Bristol.