- Patients can expect to be treated as a partner in the care they receive, with courtesy and respect, irrespective of your ethnic origin, religious beliefs or health problems.
- We aim to deliver the highest quality of service, by the most appropriate member of the surgery team, giving adequate explanation of the treatment and care, in line with the Practice's Consent Policy.
- If you do not understand the care which it is proposed you receive please ask, for without your full understanding the treatment will be unlikely to succeed as anticipated.
- If your Doctor is called out on an emergency, or is delayed with the surgery, the receptionist will inform you. If you are unable to wait, an alternative appointment with another doctor may be offered, or an appointment with your usual doctor at the next available time.
- If you have any comments, be they good or bad, please feel free to write to the Practice Manager, or your doctor, or ask to see them in person. All complaints will be fully investigated under the Practice Complaints Procedure and patients advised of their options at various stages.
- You have the right to be treated as an equal, and in the same way as patients can choose their doctor, the Doctors, have the equal right to remove or not accept patients on to their list.
- Appointments are at a premium. Please let us know as soon as possible if you cannot keep the appointment
- If you become ill outside the normal surgery hours, the 'out of hours' service is available (telephone 111) to give advice or arrange a consultation.
- If you have had a blood test, X-ray etc, please phone back after the time advised by the doctor/nurse and ideally between 2-5pm.
- Please could we ask that you wait at least three weeks following a hospital outpatient appointment before booking a routine appointment to see your GP. This should allow sufficient time for the hospital to send a letter to the surgery and will avoid wasting time for both you and the doctors. Please ring and check that a letter has been received by the surgery.
- Home visits are available from the doctors but should be regarded as a service for the genuine housebound or those too seriously ill to attend surgery.
Violence & Aggression
Gudge Heath Lane Surgery aims to provide a safe and pleasant environment in which family health services can be offered to patients by our staff. The practice operates a zero tolerance policy. Threatening, abusive or violent behaviour is not acceptable. The practice will take appropriate action against any person who displays such behaviour, which may result in police involvement and/or removal of their registration status.