Ashgrove is an innovative practice at the leading edge of Primary Care and as such we set out to provide you, the patient, with a level of health care appropriate to your needs.

As a patient of the practice you have a right to:-

• be treated as an individual, with courtesy, respect and dignity at all times
• be given the names of people involved in your care
• be offered a health check appointment on registering with the practice
• be seen, under normal circumstances, within 30 minutes of appointment or to be given the reason for delay and have the right to make another appointment
• be given, under normal circumstances a routine appointment within 1 working day
• be seen without an appointment when warranted by a condition that you feel needs to be dealt with that day - such occasions may result in waiting times exceeding 30 minutes
• receive advice or action you can take to promote good health
• be given the most appropriate care by suitably qualified people and no care or treatment will be given without your informed consent
• be referred to a Consultant acceptable to you when your doctor feels such a course of action necessary and be seen within charter time limits
• choose whether or not to take part in medical research
• to receive medical advice over the telephone
• have access to your health records subject to any limitations in the law
• have access to suitably qualified clinical personnel at all times for emergencies
• expect a complaint to be treated in accordance with Health Service guidelines and to receive a leaflet describing the process
• a copy of the practice booklet, from reception, which will give you details of all practice services etc that are available to you

What we expect from you:

• to telephone the surgery prior to attending for urgent treatment for which you do not have an appointment
• to attend the surgery instead of requesting a home visit, when at all possible, to gain benefit from facilities available. Home visits will normally be made only in true emergency situations, where for medical reasons the patient is unable to attend surgery
• to ask for emergency / night (out of hours) medical attention only when it is truly necessary and attend the emergency treatment centre if requested
• to be on time for, appointments or let us know as soon as possible if you cannot attend
• to treat the staff with courtesy and understanding
• to use the Out of Hours Emergency Services appropriately.

PATIENTS’ COMMENTS
In the pursuit of continually improving services to patients we welcome any comments or suggestions you may wish to make. Please pass your views in writing or verbally to the manager or any member of his team. Alternatively, you may place written comments in the suggestion box situated in the reception area.

PATIENTS’ COMPLAINTS
We operate a practice complaints procedure in accordance with the NHS system of dealing with complaints. Our system meets national criteria. Our manager, or a receptionist, will give you further information. Our practice complaints leaflet gives details of the procedure and is available from reception. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.