We are a responsive practice and we work hard to ensure that the service we provide is organised in order to meet our patient’s needs.

Services are planned in response of service users needs, with the involvement of commissioners and other stakeholders and there is patient choice and continuity of care.

Care and treatment can be accessed in a timely way and we have recently upgraded our telephone system to add in a call back feature to ensure calls are answered in a timely manner by our staff and we monitor call volumes to ensure safety for patients and staff.

Patients can express their concerns, make complaints and suggest improvements by various methods, verbally, written, email and feedback forms in reception and the Friends and Family Test. We send out text messages to patients after an appointment with any clinician to obtain feedback from them and we have a section on our News section of our website called “You Said, We

Did” which shows how we have responded to recommendations from our patients.

We keep the practice website up to date and send out quarterly newsletter by text message. The website is easily translatable into other languages to ensure our patients can access and read in their preferred language using Google Translate. We have also ensured that those who prefer to have things in a written or larger print format have been catered for as we have the newsletter printed in reception for patients to collect. We feature a day in the life of a member of staff each quarter to help the patients understand what each job roles involves.

The practice provides a variety of appointments – pre-bookable, on the day, urgent care and enhanced access hours early morning, late evening, and weekend appointments.

We offer appointments with a doctor, practice nurses and healthcare assistants on Wednesday mornings between 7am and 8am and Thursday evenings between 6.30pm and 8pm. Additional nurses also provide NHS checks and Flu clinics when required to meet the needs of the patients. We provide weekend extended hours appointments on Saturdays which includes chronic disease management for workers.

Patients have the choice of how they wish to book their appointments, either using the on-line booking link on our practice website (nurse appointments only), by telephoning the practice or coming into the Practice to speak directly with a receptionist face to face.

We understand that not everyone is “tech savvy” and some of our patients may need help with getting set up on the NHS App. As a result of this we now offer help to patients who are struggling to download and sign in to the NHS app. An administrator will sit 1 to 1 with patients to ensure they get set up successfully. To promote this service, we have posters in the waiting room, text messages are sent out regularly, and receptionists will offer if the patient mentions they are having any difficulties.

Patients can contact the practice 24 hours a day on Accurx via the practice website to ask for advise, administration support, sick notes, medical problems and copy records. We contact the patient back within 48 hours of their request. This saves the patients time holding on the phonelines to contact us if the problem is not urgent.

Our new phone system offers a callback option, to save patient’s from having to wait in the queue.

There are a various ways our patients can order prescriptions including: Accurx, the online services, post/prescription post box at the main entrance, 24/7 answer phone service, phoning reception or leaving repeat slip with reception.

There are special clinics for a variety of health needs and all our doctors and nurses also provide home visits when these are needed.

We have dedicated doctors and nurses to care for our diabetic patients. An additional nurse and 2 doctors have been trained due to the demand.

We have a dedicated team for respiratory disease and spirometry.

We have heart failure trained nurses.

We provide travel health and immunisations in response to our practice population.

Each nursing home has a designated responsible GP partner and a junior doctor assigned with Frailty Team working alongside.

We have a dedicated mental health practitioner within our surgery who has provided extra support for patients on the mental health register and encouraged them to attend appointments. We also have a display in the practice signposting to Mental Health services and giving ideas of how patients can improve their own mental health and wellbeing.