This guide explains what you can expect from Shakespeare Health Centre and how you can help us give you the best possible care.

When and how to contact us

We are open 8:00am to 6:30pm, Monday to Friday. During these hours you, or your carer on your behalf, can visit the practice, call us or go online using our website or the NHS App.

Choose whatever works best for you. For urgent queries we may ask you to phone or visit in person.

When we are closed

If you need urgent help when we are closed and cannot wait until we open, go to 111.nhs.uk or call 111.

For a serious or life-threatening emergency, go to A&E or call 999.

Requesting an appointment

Whether you contact us by phone, online or in person, we may ask a few questions so we can assess your clinical need. We will tell you within one working day what happens next.

This might be an appointment, a phone call, a text message or advice to visit a pharmacy or another NHS service. We will never simply ask you to call back the next day.

Who you might see

You may be offered a face-to-face or telephone appointment with a GP, nurse, pharmacist or another member of our team. With your consent, a carer can speak on your behalf.

You can ask to see a particular clinician; we will try to accommodate you, though you may wait longer. Seeing the same clinician can help if you have a long-term condition.

Seeing a GP on your own

If you are 16 or older, you can make and attend appointments independently.

If you are under 16, you can still ask to see a GP without a parent or guardian. The GP will decide whether that is appropriate.

Extra help

If you do not speak English, ask for interpretation when you book. Tell us if you need a longer appointment, a quiet space, wheelchair access or information in another format, and we'll do our best to help.

Registering and choosing a GP

You can register by calling or visiting a local practice, or use Find a GP online. You can change practice at any time.

You do not need ID, an NHS number or proof of address to register or see a GP, though these can help. You can register if you are homeless.

A practice must write within 14 days if it refuses registration and explain why, for example if you live too far away or the list is closed. They cannot refuse because of immigration status or other protected characteristics.

Referrals, travel and fees

When your GP refers you for treatment, you usually have a right to choose which hospital or service you attend (see nhs.uk for details).

If you are new to the UK, you can still register. It's free, and your immigration status does not affect your right to GP care.

If you are away from home for more than 24 hours but less than three months, you can register as a temporary patient nearby and change your nominated pharmacy via us or the NHS App.

NHS GP services are free. We may charge a fee for private work such as insurance letters.

How we treat each other

We treat everyone fairly, kindly and respectfully, and we ask the same of our patients. We may remove patients from our list if they are violent or abusive towards staff.

Read the NHS Constitution to learn more about your rights.

How you can help

• Before an appointment, note your symptoms and what you want to discuss

• Arrive on time, as lateness affects other patients

• Cancel as early as possible if you cannot attend

• Use the NHS App to book, cancel, order repeats and view results

• Turn on NHS App notifications and check messages

• Order repeat medicines in good time and only what you need

• Join our Patient Participation Group to help shape our services

Feedback and concerns

To give feedback, raise a concern or make a formal complaint, ask to speak to the practice manager or contact us by email.

You can also contact your local integrated care board (ICB) or Healthwatch, an independent organisation that makes sure NHS leaders hear patients’ voices.