Patient Charterlogo

Help us to Help you

Your Doctors and their Staff will always do their best for you. However they need your help provide the best care for all their patients.  Please support us by following these simple guidelines.

Our responsibility to each other:

  • You will be treated with courtesy and respect by all Practice personnel.

  • An urgent appointment with a Doctor or Nurse will be available the same day.

  • Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the Receptionist for an explanation.

  • We aim to answer the telephone within 6 rings.

  • An appointment with the Practice Nurse will be available within 3 working days.

  • Requests for repeat prescriptions will be dealt with within 48 working hours.

  • All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.

  • If you have a complaint please speak to a member of staff. Your complaint will be dealt with in a professional and efficient manner.

  • We wish to make Portcullis Surgery as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.