Patients Charter

Our Promise To You

We are committed to giving you the best possible service within the resources available to us. We will endeavour to:

  • Keep waiting times to a minimum
  • Answer the telephone promptly and politely, providing clear, precise information about the services that may be of benefit to you
  • Provide an efficient, friendly and professional service throughout the practice
  • Explain clearly about your care and treatment, giving you the opportunity to ask questions
  • Respect your privacy and confidentiality
  • Respect your religion and culture
  • Address you with dignity and respect
  • Provide care without discrimination
  • Provide you with a full explanation if there is a delay in your treatment or care

Your Responsibilities

Help Us To Help You. We ask that you:

  • Do follow the advice given by your GP or Nurse and do what you can to lead a healthy lifestyle
  • Please let us know of any change of name, address, telephone / contact number or next of kin as soon as possible as we may need to contact you urgently
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot, otherwise other patients may have to wait longer
  • We need help too! Please ask for home visits by the doctor only when the person is too ill or frail to visit the surgery. Please telephone before 10.30 am if possible
  • Please try to avoid phoning the Centre during peak times ( between 08.30 and 11.30am) and keep calls as brief as possible. Please use the appointments line for appointments only, all other enquiries should be made by phoning 01225 703236
  • Test results take time to reach us, so please do not ring before you have been asked to do so
  • We ask that you treat the doctors and practice staff with courtesy and respect, particularly when we are busy. Please understand that some emergency situations may take priority
  • We do not tolerate abusive and aggressive behaviour on our premises. Any patient reported as having displayed abusive or aggressive behaviour towards any member of the health care team may be removed from the practice list
  • Do not smoke or use your mobile phone in the building
  • Please refrain from bringing Food and Drink into the medical centre
  • Please read our practice brochure. This will help you to get the best from the services we offer. It is important you understand the information given to you. Please ask us questions if you are unsure of anything
  • Remember that you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it

Our Mission Statement

We aim to provide the highest quality of health care to our patients by giving access to a team of professional health care specialists who work together to benefit patient needs. We are part of the National Health Service, and are managed by Wiltshire NHS.

We strive to offer the best available care within the resources available to us. We realise that some patients may wish to seek health care from other sources and we will always provide help and advice accordingly. We pursue excellence in the delivery of health care through our commitment to friendly and personal attention, whilst constantly realising that each of our patients is a unique member of their family and our community.

Our patients will be treated with care, courtesy and confidentiality at all times. We are also committed to continuing professional education and development for each member of the surgery team in order to provide a stimulating and rewarding environment in which to work.