Practice Ethos

Mission Statement

Southwell Medical Centre is committed to providing accessible, safe, high-quality care to our patients. We aim to offer professional, compassionate, up to date clinical care with a stable and experienced primary healthcare team.

We aim to:

 Provide the best possible outcomes for our patients in a safe and welcoming environment with doctors and staff who are approachable, respectful and patient-centred

  • Empower patients to take control and make decisions about their own care
  • Be courteous, approachable and friendly to all patients and visitors
  • Continually promote healthy lifestyles and behaviours while engaging patients and communities in supporting their own care.

Our Values:

We are accountable

Taking responsibility for our actions, being open and transparent to the people who use our service.

We are fair

We are consistent in the way we deal with people, both patients and staff and we act courteously and show consideration, compassion and understanding valuing each person as an individual.

We are professional

We strive to achieve a high level of medical care for our patients and to be responsive to medical need, both for the individual and for the community.

We maintain our professional learning and follow guidelines where appropriate to do so.

We are caring

Putting our patients at the heart of all that we do. We respect and value everyone for their contribution, engaging with the community and local resources where possible. 

We celebrate peoples’ differences and provide equality of opportunity for all without discrimination.

We appreciate and care for our team and colleagues, embedding a culture of communication and support

Patient’s Rights to General Medical Services 

  • To be offered a health check on joining a doctor’s list for the first time.
  • To have appropriate drugs and medicine prescribed.
  • To be referred to a Consultant acceptable to them when they and their GP thinks 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 choose whether to take part in research or medical student training.
  • To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
  • To receive a full and prompt reply to any complaints they make about the care they receive.

Our Aims 

  • You will be treated with courtesy and respect by all Practice personnel.
  • An urgent appointment with an appropriate medical practitioner will be available on the same day.
  • A non-urgent appointment with a doctor will be offered as soon as possible
  • Our standard is to see 90% of patients within 45 minutes of their appointment time. If you have waited longer than this please ask the Receptionist for an explanation.
  • Requests for repeat prescriptions will be dealt with within 48 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 any member of staff. Your complaint will be dealt with in a professional and efficient manner.
  • We wish to make the practice 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.

Patient’s Responsibilities 

  • If you are unable to attend for an appointment please let us know 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 11am if at all possible.
  • An urgent appointment is for an urgent medical problem. Please speak to the Receptionist if you require a sick note or repeat prescription.
  • We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the Receptionist.
  • Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve.
  • 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 behaviour occurs.