As a patient registered with our practice and under the NHS Constitution, you have the right to:

• Respect & Dignity: Be treated with courtesy, kindness, and respect at all times, without discrimination based on age, disability, gender, race, religion, sexual orientation, or social background.
• Confidentiality & Privacy: Have your personal and medical information kept strictly confidential in accordance with UK data protection laws (UK GDPR) and NHS standards.
• Informed Choice & Involvement: Be fully informed about your health, diagnosis, and treatment options, and be involved in decisions about your care. You have the right to accept or refuse any treatment offered.
• Equal & Safe Care: Receive care that meets national clinical standards from qualified healthcare professionals in a safe, clean environment.
• Named Accountable GP: Be assigned a named accountable GP who oversees your overall care, while remaining free to request appointments with other clinicians available at the practice.
• Clear Communication: Access clear information about our opening hours, services, and appointment systems, as well as support if you need communication aids, translation, or easy-read formats.
• Feedback & Complaints: Share your feedback or raise a formal complaint without fear of it affecting your future medical care. We listen to feedback to help improve our services.

To help us deliver the best possible care to all our patients, we ask that you:

Managing Your Appointments

• Arrive on Time: Please arrive promptly for your appointment. Arriving late may mean the clinician cannot see you, as this delays care for patients booked after you.
• Cancel If Not Needed: If you no longer need an appointment or cannot attend, please cancel it as far in advance as possible (preferably at least 24 hours notice). This allows us to offer the time slot to another patient in need.
• One Appointment, One Person: Remember that a standard appointment slot is reserved for one person and usually covers one main health problem. If you have multiple or complex issues, please let reception know when booking so a longer appointment can be arranged if appropriate.

 Repeat Prescriptions & Admin Requests

• Order Early: Please request your medications at least 12 working days before they run out.
• Use Digital Tools: Where possible, we encourage you to use the NHS App or our GP Online Services to order repeat prescriptions, view test results, or submit routine queries. This keeps our phone lines clear for urgent clinical needs.
• Contact Details: Keep us informed of any changes to your phone number, home address, or email address so we can reach you promptly about test results or appointment reminders.

 Using Services Appropriately

• Home Visits: Requests for home visits are strictly reserved for patients who are genuinely housebound or too ill to attend the surgery. Please request visits before 10 am whenever possible so clinicians can plan their day.
• Out-of-Hours Care: If you require urgent medical advice when the surgery is closed, please contact NHS 111 (online at 111.nhs.uk or by dialing 111). For life-threatening emergencies, always call 999.

Please Note: In line with NHS guidelines, Lyme Bay  Medical Practice operates a Zero Tolerance policy regarding abusive, aggressive, or violent behaviour towards our staff or other patients. For more details, please view our full Zero Tolerance Policy page.