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What you should reasonably expect from the practice

You will be treated as an individual and will be shown courtesy and respect at all times, irrespective of your ethnic origins, religious beliefs, personal attributes, or the nature of your health problems. Staff will maintain your right to privacy and will not discuss your illness with other staff or doctors, within hearing distance of other people.

Your doctors and nurses will strive to see you within thirty minutes of your appointment time. Where this is not possible, you will receive an explanation for the delay upon request.If you need a repeat prescription, one will be provided within 24 hours, of your request, excluding weekends.

Patients needing to be seen urgently will be able to see a doctor within 24 hours; if you ask for a named doctor, this may take longer.

You have a right to a full explanation of your illness and any tests, investigations or consultations relating to that illness. You must inform us if you do not understand the explanation provided.

If you require a home visit or out of hours house call, the doctor will take the decision whether to make a visit or give advice over the telephone.

Lack of transport in itself is not a reason for a home visit.


The Government has given the Health Service quality standards, which are the rights of all patients. While we agree that these standards are important we do not feel they are achievable without the help of our patients. We would ask you then to read this section bearing in mind that we will keep to the standards set if you will give us the opportunity to do so.

We would appreciate if patients would:

  • Treat doctors and practice staff with courtesy
  • Remember an appointment is for one patient only
  • Be patient if doctor/nurse is running late
  • Do not expect prescriptions every time you see a doctor; they are quite often not necessary
  • Please follow the doctors advice and take the full course of any medication prescribed for you
  • Before requesting a home visit please think seriously whether it is necessary


This Act became fully operational on 1st January 2005. Under the provisions of this Act any member of the public may request information from GP surgeries (as well as other public sector organisations). A lot of the Practice information is on our website If the information you require is not available from our website, you can make a request in writing to Manager, Teresa Claxton at

Springfield Road Surgery,
66-70 Springfield Road,
BT12 7AH

Information may be provided free of charge, however, if there are production costs such as photocopying and laser printing, there will be a nominal charge.

How we use your medical records

Important information for patients



  • This practice handles medical records in-line with laws on data protection and confidentiality.
  • We share medical records with those who are involved in providing you with care and treatment.
  • In some circumstances we will also share medical records for medical research, for example to find out more about why people get ill.
  • We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe.
  • You have the right to be given a copy of your medical record.
  • You have the right to object to your medical records being shared with those who provide you with care.
  • You have the right to object to your information being used for medical research and to plan health services.
  • You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office. Please see the practice privacy notice on the website or speak to a member of staff for more information about your rights.




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