We will:

• Treat you with courtesy, dignity and respect at all times, regardless of your ethnic origin, religious or cultural beliefs, sexuality, gender, age or health condition.
• Provide appropriate advice, care and treatment as promptly as possible, recognising that some conditions and services may require different levels of urgency.
• Work in partnership with you, listening to your concerns and taking your preferences and individual circumstances into account.
• Support you to make informed decisions about your health and treatment, explaining your options where appropriate.
• Discuss appropriate treatment options with you and, where necessary, refer you to other healthcare professionals or services.
• Help you navigate health and care services by providing appropriate information, support and guidance.
• Maintain the confidentiality and security of the information you share with us and the records we hold about you.
• Ensure that our staff are easily identifiable and able to provide appropriate assistance.
• Keep our knowledge and skills up to date through ongoing learning, training and professional development.
• Provide clear information about how you can make suggestions, provide feedback or raise a complaint about our services.
• Listen to your feedback and use it to help us improve the care and services we provide.

To help us provide the best possible service to everyone, we ask that you:

• Attend your appointments and let us know as soon as possible if you are unable to attend, so that the appointment can be offered to someone else.
• Treat our staff, clinicians and other patients with courtesy, dignity and respect. Our staff are here to help you and should be treated in the same respectful manner that we expect them to show you.
• Be understanding if your appointment is delayed. We recognise that waiting can be frustrating; sometimes a consultation takes longer than expected because a patient has complex or urgent needs.
• Tell us promptly if your contact details change, including your address, telephone number or email address.
• Take responsibility for requesting your repeat medication in good time, allowing at least 48 hours for processing, excluding weekends and bank holidays where applicable.
• Let us know as soon as possible if you have a suggestion, concern or complaint, so that we have an opportunity to address it.
• Let us know when you feel we have provided good care or service. Positive feedback helps us recognise the work of our team and understand what matters to our patients.

We understand that being unwell, worried or dealing with difficult circumstances can sometimes be stressful. We will always try to listen, understand your concerns and treat you with patience and respect.

However, verbal abuse, threats, intimidation, harassment or physical violence towards our staff, clinicians, patients or visitors will not be tolerated.

Where behaviour is unacceptable, we may take appropriate action in accordance with our practice policies and NHS guidance. This may include putting measures in place to manage future contact safely and, in serious or persistent cases, removing a patient from the practice list in accordance with the relevant NHS procedures.

Our commitment is simple: we will treat you with respect and ask that you treat our team and other patients with the same respect in return.