We aim to offer the highest standard of health care and advice to our patients, with the resources available to us, maintaining a patient-centric and holistic approach.

We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.

We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

We encourage diversity and inclusion. We do not discriminate based on sex, ethnicity, colour, religion, and sexual orientation.

We encourage feedback from our patients so that we can reflect, learn, and adapt.

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

An urgent appointment with a Clinician will be available on the same day.

A non-urgent appointment with a doctor will be offered within 72 hours.

Requests for repeat prescriptions will be dealt with within 72 hours unless your medication review is overdue.

All comments and suggestions about the service are welcome.

If you have a complaint, please speak with the Practice Manager. Your complaint will be dealt with in a professional and efficient manner.

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

To be offered a health check on joining the Practice for the first time, if aged 40 years and over

To be offered management options and helped to make an informed choice about management.

To be offered management options and helped to make an informed choice about management.

To be referred to a service acceptable to them when they and their GP think it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.

To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.

To make an informed choice, whether to take part in research or medical student training.

To receive a copy of the Practice leaflet, if requested, setting out the services that the Practice provides.

To receive a full and prompt reply to any complaint they make about the care they receive at the Practice.

If you are unable to attend an appointment, please let us know, giving enough time, so that we can offer it to someone else.

If you are late for your appointment, you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.

A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before 10:00am if possible.

An urgent appointment is for a genuinely urgent medical problem.

We would ask you to be patient if a clinician is running late. This is often due to unforeseeable emergencies. You can ask for an explanation from the Receptionist.

Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.

Please treat all surgery staff, fellow patients, carers, and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted; you may be asked to register at another surgery if this kind of behaviour occurs.