Code of practice

Our responsibility to you

  • You will be treated as an individual and will be given courtesy and respect at all times.

  • You have a right to absolute confidentiality.

  • We will give you full information about the services we offer.

  • You are entitled to apply to see your medical records subject to legal guidelines.

  • You will be seen by appointment with a Primary Care Professional within 24 hours of your request and by a GP within 48 hours.

  • You will be seen on the same day for problems that you and the doctor agree are urgent.

  • We aim to see all patients within 20 minutes of their appointment times.

  • You will receive a house-call only if the doctor believes your condition warrants it.

  • In the case of acute life threatening illness you will receive immediate attention.

  • The practice Out Of Hours Service is coordinated by the Hastings and Rother Clinical Commissioning Group tel. 01424 735600.

  • We will offer advice and treatment we believe is best for you.

  • Your doctor will share information and decision making with you as much as possible.

  • We aim to process repeat prescriptions within two working days.

  • We try to maintain the highest standards of Quality Assurance.

  • We will thoroughly and impartially investigate any complaint about our services.

Your responsibility to us

  • We expect you to treat all staff with courtesy. We will not tolerate any physical or verbal abuse to any of the practice team.

  • Please inform us as soon as possible if you are unable to keep an appointment, so it may be available to another patient.

  • Only ask for a house-call if there is genuine medical indication.

  • Only use the Out Of Hours service for genuine emergencies and urgent medical problems.

  • Please arrive on time for your appointment.

  • Please be patient if your doctor is running a little late. Some consultations take a little longer than others and, if a medical emergency occurs it will be given priority.

  • Let us know as soon as possible if you change any details such as name, address or telephone number. This could save time in the event of an emergency.

In line with the Department of Health Guidelines, we exercise a Zero Tolerance Policy of verbal abuse, physical violence or any sort of threatening behaviour. You will be removed from our list of patients should any incident of this type occur.