Patient rights and responsibilities

When you register with the practice you are entering into a contract with us.

Values:

COMPASSION – We are compassionate, treating every patient as an individual, with kindness, dignity, and respect at the heart of everything we do.

SUSTAINABILITY – We endeavour to maintain a sustainable practice that is financially sound, operationally resilient, and a place where our workforce can thrive in the long term.

PARTNERSHIP – We work in partnership, collaboratively, within our primary care cluster, across care pathways, and with community partners to deliver joined-up care.

EXCELLENCE – We strive for excellence, holding ourselves to high clinical and organisational standards, continuously improving quality and safety for our patients.

And change the Patient Responsibilities wording to the below –

Compassion and Respect

• Treat all practice staff, clinicians, patients and visitors with kindness, dignity, and respect.
• Respect the privacy and confidentiality of other patients at all times.

Partnership

• Attend appointments at the agreed time and let us know as soon as possible if you are unable to attend, so that the appointment can be offered to another patient and resources can be used effectively.
• Work with our clinical team by providing accurate and up-to-date information, booking separate appointments for each person requiring care, and taking an active role in decisions about your health and wellbeing.

Excellence

• Use practice services appropriately and help us make the best use of available appointments and resources.
• Attend reviews, screening appointments and healthcare checks when invited, where appropriate to your care.

Zero Tolerance

To protect the wellbeing and safety of our staff and patients, the practice operates a Zero Tolerance Policy.

Any form of abusive, threatening, discriminatory, harassing, or violent behaviour towards staff, clinicians, patients or visitors will not be tolerated.

Where appropriate, incidents may be investigated by the Practice Partners and may result in a formal warning, involvement of the police, and/or removal from the practice list in accordance with NHS guidance and practice policy. 2025 – 2026 Complaint Analysis