What You Can Expect from Us
Access & Contact
You can contact the practice during core hours, Monday–Friday, 8:00am to 6:30pm, by phone, online (via our website / NHS App / online consultation systems), or in person. Online services (for example appointment requests, medical/admin queries) will be open throughout those hours.
Appointments
We will listen to what you need and direct you to the most appropriate clinician (GP, nurse, or another health professional).
Appointments may be face‑to‑face, by phone, or by text depending on what works best.
If you need a home visit, please let us know before 10:00am where possible.
Support & Inclusion
Adjustments will be made for patients who need extra help — e.g. communication needs, interpreting services, quiet or accessible spaces.
Confidentiality and privacy will be respected. Your medical records will be treated according to data protection laws.
Digital & Online Services
You can use online services to: book appointments, request repeat prescriptions, check test results, access your medical record, submit non‑urgent queries.
We will provide reminders for appointments and communications where appropriate.
Communication & Feedback
We will try to respond to your request for medical advice or an appointment within one working day, letting you know the next steps.
You will receive timely information about test results, referrals, and decisions about your care in clear, understandable language.
We have a complaints procedure; you can contact the Practice Manager. You can fill in a form or email nnicb-nn.c84033@nhs.net.
If you prefer, or if not resolved, you can contact NHS England or the Integrated Care Board.
What We Ask of You (Our Patients)
- Be on time for your appointments. If calling or waiting for a call‑back, try to be ready at the arranged time.
- Be prepared: bring relevant information, think about what you want to get from the appointment.
- Cancel or change appointments early if you can’t attend so that we can offer that slot to someone else.
- Use online services where possible (for booking, prescription requests, viewing results etc.) to help us manage resources and provide better access.
- Treat all staff with respect. Abusive or threatening behaviour will not be tolerated.
- Give us feedback: if you are unhappy, please tell us. We want to learn and improve.
Additional Practice‑Specific Information & Contact
Opening Hours: Monday to Friday, 7:30am to 6:30pm.
Out of Hours / Urgent Care: When we are closed, for urgent but non‑life‑threatening needs use NHS 111 online or telephone. For emergencies dial 999.
Home Visits: Please phone before 10:00am if you believe a home visit is needed.
Online Services Access: You can register for SystmOnline / NHS APP or other online tools to access parts of your medical record, book or cancel appointments, request prescriptions.