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The Practice


The team is committed to offering confidentiality to all patients. This includes the right of patients to ask for, and receive, a private discussion with any member of the team. There is a room available for this at each surgery, at your request. Young people aged 16 or 17 are regarded as adults for the purpose of consent to treatment and are therefore entitled to the same duty of confidentiality as adults. Teenagers under 16 who have the capacity and understanding to take decisions about their own treatment are entitled also to decide whether personal information may be passed on and generally to have their own confidence respected.

File: Patient Information: Using Health Records

Testing - Confidential Results Service

When a laboratory test or x-ray has been carried out for you, we will advise how to obtain the result and whether a follow-up appointment is recommended. It is possible, by arrangement, to obtain the result either in person or on the telephone. This confidential service is carried out by trained staff at specific hours, after the doctor or nurse has looked at the result. Many results require a fuller explanation; in these cases the doctor or nurse may choose to give you the result themselves and may ask that you book an appointment.

Prescription Repeats

Repeat medication is normally issued in sufficient quantity for 28 days. Prescriptions can be repeated for as long as they are authorised by the doctor (or nurse). The required items can be ticked on the tear-off slip from the previous prescription, and returned to the surgery or left behind at the pharmacy when picking up your medicines. Your next prescription will be ready for you in 28 days time. 48 hours notice is required for collecting the prescription so that it can be prepared and signed by the doctor.

If you wish, you can request that the prescription is forwarded directly to one of the pharmacies located adjacent to our surgeries.

Professionals Undergoing Training

We are registered trainers and, from time to time, we offer work placement for health professionals who are undergoing post-graduate training. For example, qualified doctors who are training to become general practitioners and nurses who are going to become community specialists. Patients may choose not to be seen by professionals undergoing training and you will always be asked if you have any objections.

On occasions we may make video-recordings of patients’ consultations with the doctor, to give feedback to the trainee; but this will not be done without the patient’s consent, and intimate physical examinations will not be recorded. Any planned video-taping will be explained fully to patients when they book an appointment; they will have a full opportunity to give or withdraw their consent. Their decision will not affect the consultation or future care with the doctor.

The camera will be switched off if a signed consent form is not presented to the doctor.

Patients Who Do Not Attend

There is always a tremendous demand for appointments so it is disappointing when patients fail to turn up. We monitor this quite closely and, where we find a pattern developing, we contact patients to discuss the situation and to point out that it is not something which can continue. Wherever possible we will work with the patient to try to overcome whatever is causing the difficulty, but if the pattern continues we are likely to remove the patient concerned from our list.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Data Protection and your Information

We are registered to process personal and sensitive data under the Data Protection Act 1998. All our staff have a duty to comply with the Data Protection Act to ensure that personal information, given in confidence, remains confidential. This duty of confidentiality is conferred by common law, statute, disciplinary codes and our contract of employment.


We constantly strive to provide high quality care to all our patients and are happy to receive complaints, although we sincerely hope that you will not be given cause to complain. Sometimes we can alleviate your concerns with an informal conversation and explanation. For patients wishing to make a more formal complaint about any aspect of our service, this should be put in writing to the Practice Manager. Our Complaints Procedure explaining the full complaints process is available at reception. On receipt of a complaint the Practice Manager will endeavour to acknowledge your complaint within 3 working days and aim to have looked into your complaint within 1 month of the date when you raised it with us. If the investigation is likely to take longer you will be notified of this fact.

Your Feedback

We welcome your suggestions, compliments and comments please see the box in our reception area for any ideas praises or grumbles you would like to make. Each year, we review the complaints, comments and suggestions we have received and make changes and improvement where necessary.

Out of Hours Services

If you call the surgery out of hours you will be advised to ring free phone 111 for advice on any health problems. This service provides medical care out of normal surgery hours between 6.00pm and 7.00am. You may be given advice by a doctor or nurse over the telephone; you may be asked to attend an emergency care centre to be seen by a doctor. If the medical condition warrants it, a doctor may visit you at home or decide to send an ambulance to take you to hospital. Please note that this is an emergency service and should not be used for routine matters.

111 Service

If you need general healthcare advice at any time of the day or night, you can contact the NHS 111 service, which is staffed by a team of fully trained advisers, supported by experienced nurses. They will ask the caller questions to assess their symptoms, then give the healthcare advice needed or direct straightaway to the local service that can help best. The NHS 111 service should be used if patients urgently need medical help or advice but it’s not a life-threatening situation.

GP Earnings

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Staffa Health in the last financial year was £65,968 before tax and National Insurance. This is for 4 full time GPs and 6 part time GPs who worked in the practice for more than six months.

Our Principles

Staffa Health is a primary care team; that means we are the first people you come to when you need health care. We try to ensure that our patients are kept well-informed. As a team we aim to give you:

  • the advice and information you need to achieve and maintain better health
  • the best healthcare possible using the resources available to us

We believe that prevention is better than cure. As well as offering healthcare when it is needed, we aim to work with the community to try to prevent problems from occurring so that the need for our crisis services will decrease and the people we serve will enjoy a better standard of health.