Your Rights and Responsibilities

Patient’s rights

Kirby Road Surgery are dedicated to providing our patients with outstanding healthcare services.  We have a large, diverse and experienced team who work together in order to meet the needs of our patients.

At all times, practice staff at Kirby Road Surgery will:

  • Treat all patients with courtesy and respect.
  • Consult patients at all times regarding the care and attention that they will receive.
  • Promote privacy and confidentiality, ensuring all details disclosed to staff are treated with the upmost sensitivity.
  • Try to enable you to see a clinician of your choice, subject to staff availability.
  • Ensure our telephone system provides the details of out of hours services should the surgery be closed.
  • Endeavour to have any repeat prescription requests processed within 2 working days. Should there be any reason that your prescription cannot be fulfilled, you will be notified accordingly.
  • Provide up to date information on the services the surgery provides to our patients by way of leaflets, posters and social media updates

Patient’s responsibilities

With these rights come responsibilities for our patients. Practice staff would therefore kindly request that you:

  • Treat all practice staff, both clinical and administrative, with the same respect that you wish to be treated with.
  • Arrive in plenty of time for your appointment. Patients who arrive more than 15 minutes late may not be seen and advised to rebook the appointment.
  • Appointments are in a extremely high demand. Unattended appointments waste valuable clinician time as well as prevent other patients receiving the urgent treatment they need. If you wish to cancel your appointment, please telephone the practice at your earliest convenience or send us a cancellation form. 
  • Obtain self care advice from your local pharmacist for any minor illnesses or use NHS online.
  • Ensure you follow up with any test results or investigations organised for you.
  • Request your repeat prescriptions in plenty of time, allowing for our 48 hour processing window. If you wish to order your prescription online, please use our online forms.
  • Understand that an appointment is for one person only. When another member of your family needs to consult with a clinician, another appointment must be organised.
  • Notify the surgery should you have any change in personal details as soon as possible. Such changes may occur when you marry, divorce, move home or change your telephone number. You can do this online by visiting our Updating your details page.
  • Attend the surgery if you are able to. Home visits should be medically justifiable and not requested for convenience. For more information, please see our Home visits page. 
  • Read all practice leaflets or information that we provide you with. They are there to help you improve upon your health and well- being or enable you to use our services. If you need a more accessible form of these leaflets, please let us know.
  • Give us your feedback or your views by completing our Feedback form. Patient suggestions, ideas, or comments of complaint are important to practice staff as they enable the team to further improve service provision.

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information see: