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Practice Polices and Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.

Carer Information

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else.

The practice holds a confidential list of carers and the people they care for. A carer is someone of any age who looks after someone who is elderly, disabled or who has a long standing illness. The aim of the register is to allow the practice to offer you support if you need it and for the government to plan local services to meet your needs.

We have a page dedicated to Carers where you can also register with us as a carer so we can provide you with additional support.

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The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

  • Cervical cytology
  • Gynaecological
  • Testicular
  • Breast Examination
  • Rectal Examination

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Expected Behaviour while in the Medical Centre

We have a 'zero tolerance' policy towards verbal or physical abuse towards any member of our staff. Patients are asked to be considerate and act reasonably. All incidents will be followed up by the partners and managers, you will be sent a formal warning or removed from the practice list if your behaviour has been unreasonable. We will have no hesitation in having you removed from the building by the police should your behaviour warrant it.

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Complaints Procedure

The Patient Advice and Liaison Service (PALS) Team is here to help ensure patients and visitors have a positive experience of using the Trust's services from start to finish.

We listen to patient feedback and work with teams and departments across the Trust to improve the way we do things for future patients.

The Trust offers an open and honest complaints investigation service. 

Please be assured that the care you or a loved one receives will not be affected in any way by making a complaint.       

If you would like to make a complaint, please try to do so as quickly as possible after the issue has occurred as there is a 12 month time limit.

Please visit the Patient Advice and Liaison Service page on the GWH NHS Foundation Trust Website for full details.

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Practice Charter

Our practice charter is divided into two sections and these have been laid out below:

Part 1: Our Responsibilities to You:

The Primary Health Care Team aims to provide the highest quality professional care to all patients.

Patients will be treated as individuals and partners in their healthcare with consideration of their religious and cultural beliefs.

We aim to inform all patients of services available by means of noticeboards, leaflets, our website and a quarterly newsletter.

We aim to promote health education and self help so that patients can safeguard their own health and treat themselves for minor ailments without seeing a doctor.

The contents of your medical records will be kept confidential; viewing of your medical records is free but there is a charge for paper copies (see table of fees on this website or on the practice notice boards). If you wish to have access to your medical records please contact the Practice Manager.

Urgent medical problems will be seen by a doctor or nurse practitioner the same day, and other problems within 48 hours if you request this.

Routine booked appointments for doctors will be bookable up to 4 weeks in advance.

We aim to see you within 30 minutes of your appointment time; you will be given an explanation for any delay over 40 minutes.

We will see you at home if you are seriously ill and unable to travel or housebound.

Emergency care is available 24 hours a day, 365 days a year by the practice together with the Swindon out of hours service.

If we believe you need a second opinion we will try to help you obtain this.

We aim to have Repeat Prescriptions ready within 72 hours, and fit notes requested by telephone ready within 24 hours.

Doctors and staff will participate in continued education and training and use audit to monitor their performance both clinical and administrative.

Your suggestions and comments on our services are welcomed and can be made via the suggestion boxes or web site. Any complaint about our services should be directed to the Practice Manager, who will get back to you the same day if possible to discuss your concerns. If these cannot be resolved at the time you will be sent a written reply relating to your concerns as soon as possible after appropriate investigation.

We have the right to remove you from our list if you ignore your responsibilities to us or other patients, a reason will be given to you in all but exceptional cases.

Part 2: Your Responsibilities to Us:

To respect and look after your own health as far as possible.

To heed the advice of doctors and nurses.

To read the information content of this web site or our practice booklet and use our services appropriately.

Please try to be punctual for appointments and inform us if you expect to be late. If you can't attend please tell us so we can offer your appointment to someone else.

Only ask for a home visit if you are too ill or immobile to come to the surgery, please try to request visits before 10.30 am.

Only call on evenings and weekends for 'real emergencies'. If possible try to wait for the surgery to re open.

To ring for routine appointments between 8am to 5pm.

Allow at least 3 working days for all Repeat Prescriptions, and at least 1 working day for fit notes requested by phone.

To inform us of changes in circumstance eg name, address or telephone no.

If you are seriously unhappy with the services we provide, you have the right to leave our list and register with another practice.

To understand that the members of the Primary Health Care Team are human beings too.