What you can expect from us.

We will always attempt to keep good time, be responsive to your needs and behave with you, as we would wish someone to behave with us. We will do our best to listen, examine, diagnose and treat correctly and quickly, according to the best medical practice. We will apologise if we are at fault. We will arrange for you to speak to a member of staff in private should you wish it.

What we expect from you.

If you make an appointment, please try to keep it. If this is not possible, please let us know so that we can open this slot to others. If you miss two appointments without explanation, we will write to you offering you a chance to explain. If you do not reply or you miss another appointment, we will not offer you any more and you will be expected to attend the open morning surgeries. Repeated abusers of our "emergency access" in the evenings will be asked to find another surgery. We expect you to treat our staff and the doctors in the same manner as you would wish to be treated. We view abuse of our staff as abuse on the doctors and will not tolerate it. If after one warning, you continue to behave in a manner that causes our staff distress, you will be asked to find another surgery at which to register.

Complaints and Patient Audit.

In the main, although we all find complaints initially upsetting, we view dealing with them as a way of learning about and improving our service. If you have a complaint and you would like to speak to a member of staff in private then please ask to do so. If you would rather write, then please address your comments to Mrs. Windsor, the practice manager, or to Dr. Dyfrig Davies. We will investigate your complaint and will begin our complaint procedure. We will always try to resolve complaints "in-house" as per current advice and if an apology is in order, will give one. Malicious complaints will be vigorously defended and anonymous complaints will be filed in the waste bin without further investigation. We have recently been piloting a feedback questionnaire and have posted the results on the Surveys page.