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Your health is personal - and your care should feel that way too. At our Practice, we see you as a partner in your wellbeing, not just a name on a list. We take the time to listen, to understand what matters to you, and to support you in making informed decisions about your health at every stage of life.
We believe strong relationships build better health. That’s why we focus on continuity, clear communication, and a welcoming environment where you can speak openly and be heard. Together, we’ll work to keep you well - today, tomorrow, and for the long term.
When and how can you contact our Practice?
We are open 8am to 6:30pm, Monday to Friday. Throughout these hours you, or your carer on your behalf, can choose the way you contact our Practice based on what is best for you:
- Visit our Reception Team in the Practice;
- Telephone us on 0114 229 3090
- Go online using our website or the NHS App.
What if our Practice is closed?
If you need urgent help for your physical or mental health when our Practice is closed, and you cannot wait until we open, go online to NHS 111 online or call 111. They will tell you what to do next.
See our out-of-hours information for details
What if it’s an emergency?
If it is a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.
What happens when you contact your practice to request an appointment?
Whether you make your request by telephone, online or visiting our Practice, you may be asked to give some details to a member of our Reception Team so they can assess what is best for you based on your clinical need. The on-call doctor will consider your request for an appointment or medical advice and you will be contacted by a member of our Reception Team as to what will happen next.
This could be:
- An appointment or telephone call that day or a subsequent day;
- A text message responding to your query;
- Advice to go to a pharmacy or another NHS service.
Our Practice will decide what is best for you based on your clinical need. Our Practice cannot tell you to just call back the next day.
See our appointments page for booking, changing and cancellation information
Who might help you?
You might be offered a face-to-face appointment or a telephone call with a GP or other member of our Clinical Team, like a Practice Nurse or Pharmacist. If you have a carer, they can speak for you with your consent.
You can ask to see a preferred healthcare professional, and the Practice will try to meet your request, although you might have to wait longer for that person to be available.
From what age can you see a GP on your own?
If you are 16 or older, you can make and go to appointments by yourself.
If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that is appropriate for you.
What if you need extra help?
If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.
If you need extra help (like longer a appointment, a quiet space, wheelchair access, or information in a different format) please tell a member of our Reception Team and they will try to help.
Learn more about this in our disability access policy
How do you choose a General Practice?
You can:
- Telephone or visit a GP surgery;
- Use Find a GP online.
If you want to change to a new General Practice you can do so at any point. Most people have a few choices nearby.
Do you need ID or proof of address?
No, you do not need ID, an NHS number or proof of address. It can help the Practice if you do, but it is not needed to register or see a GP. You can also register with a Practice if you are homeless.
Can a Practice say no to registering you?
They must write to you within 14 days if they say no and explain why. A Practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, they cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.
Can you choose which hospital or clinic you are referred to?
If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you would like to go to.
Get further information on your right to choose on the NHS website
If you are new to the UK
You can still register with a GP. It is free to use and your immigration status does not affect your right to register with a GP.
If you are away from home but still in the UK
If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you are staying.
You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting our Practice or via the NHS App.
Do General Practices charge for anything?
NHS GP services are free. Sometimes, if you ask the GP to do private work (like writing a letter for insurance), we may charge a fee.
How should everyone be treated?
Our Practice should treat everyone fairly, kindly and respectfully. Likewise, you should also treat staff with respect. Our Practice can remove patients from ourr list if they are violent or abusive to staff. We have a zero-tolerance policy.
Read our zero-tolerance policy
To learn more about your rights, you can read the NHS Constitution.
How can you help us?
Be prepared:
Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
Be on time:
Being late for an appointment or being unavailable for a timed call-back can affect other patients.
Cancel if needed:
If you cannot go to your appointment, tell us as soon as you can, so that we can offer it to someone else.
Learn more about this on our appointments page
Use the NHS App or website:
If you are confident using smartphones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
Learn more and download the NHS app
Turn on notifications:
If you use the NHS App, turn on notifications so we can contact you more easily. Please keep an eye out for messages.
Order repeat medicines on time:
Make sure you ask for repeat prescriptions on time, so you do not run out, and only order what you need. From the point of requesting medication it can take a minimum of 3 working days.
Learn more about prescriptions
Join the Patient Participation Group:
Our Practice has a group of patients who can offer feedback on the services it delivers. Please see our website for further information on how you can join.
How can you give feedback or raise concerns?
If you want to give feedback, raise a concern or wish to make a formal complaint, please speak with a member of our Reception Team in the first instance.
Read our complaints policy for details
If you do not feel comfortable doing this, contact our integrated care board (ICB) – the local NHS body that oversees GP practices. You can find your local integrated care on the NHS England website.
You can also give feedback about our Practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.