Help Us To Help You

Ashgrove is an innovative practice at the leading edge of Primary Care and as such we set out to provide you, the patient, with a level of health care appropriate to your needs.


As a Practice we strive towards offering our patients a high quality service which includes:

    • being treated as an individual, with courtesy, respect and dignity at all times

    • being given the names of people involved in your care

    • being offered a health check appointment if required on registering with the practice

    • being seen, under normal circumstances, within 30 minutes of your appointment time or to be given the reason for delay and have the right to make another appointment

    • being given, under normal circumstances a routine pre-bookable appointment up to 2 weeks in advance, and we also provide pre-bookable appointments, which are released 48 hours in advance, if you wish to be seen earlier.

    • having access to a GP on the day, when warranted by a condition that you feel needs to be dealt with that day.       Emergency access will initially be on the telephone, with an appointment offered if appropriate.       Such occasions may result in waiting times exceeding 30 minutes

    • receiving advice or action you can take to promote good health

    • being given the most appropriate care by suitably qualified people and no care or treatment will be given without your informed consent

    • being referred to a Consultant acceptable to you when your doctor feels such a course of action necessary. Please contact the hospital if you have not been contacted within a month of the GP referral.

    • choosing whether or not to take part in medical research

    • receiving medical advice over the telephone where appropriate

    • having access to your health records subject to any limitations in the law

    • having access to suitably qualified clinical personnel at all times for emergencies where appropriate

    • expecting your concerns to be treated in accordance with NHS Wales “Putting things right” guidelines and to receive a leaflet describing the process

    • a copy of the practice booklet can be accessed from the Practice Website which will give you details of all practice services etc that are available to you or alternatively you can request a printed copy at Reception.

To help us to help you we require that you…

    • telephone the surgery prior to attending for urgent treatment for which you do not have an appointment. This will enable the emergency doctor to discuss your condition and provide you with an arranged appointed that day if appropriate.

    • attend the surgery instead of requesting a home visit, when at all possible, to gain benefit from facilities available. Home visits will normally be made only in true emergency situations, where for medical reasons the patient is unable to attend surgery. Please note that lack of transport will not be acceptable to warrant a house visit. Travol Community Transport is an organisation set up to help those who are unable to use public transport – see link

    • ask for emergency / night (out of hours) medical attention only when it is truly necessary and attend the emergency treatment centre if requested

    • are on time for appointments

    • let us know as soon as possible if you cannot attend for an appointment using the options available to you e.g. telephone using automated prompts, My Health Online, contacting reception team

    • your email address has to be verified before we can respond to any email queries, etc.

    • use of Facebook - we do not respond to comments posted on Facebook.  We have a standard answer which is to contact the surgery should you have any issues with the service we provide

      • treat the staff with courtesy and understanding

      • request your prescriptions in a timely manner, allowing us enough time to process them routinely i.e. allow 2 working days from time of requesting your prescription.

      • to book your regular reviews in a timely manner, thus ensuring your prescription does not elapse.



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