Zero Tolerance




We strongly support the NHS policy on zero tolerance. Any patient (including family/friends or carers) attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list.

In extreme cases we may summon the police to remove offenders from the practice premises.

image depicting zero tolerance


Comments and suggestions received via our website or social media pages

Castlegate and Derwent Surgery welcomes comments and suggestions from their patients and these can be submitted via our website 'contact us' page, using a comment/feedback form available at reception or in writing to the Management Team. 


Our practice always investigates and responds to complaints received, acknowledge these within 3 working days and aim to have looked into your complaint within 10 working days.

We have noticed a developing trend where a patient will use a Social Media site such as Facebook to comment on the Practice and members of the surgery staff.

Please note that the partners reserve the right to remove a patient from the surgery list and report them to the social networking site if they are found to have made libelous statements or defamatory comments about the surgery or a member of the surgery staff.

The legal definition of defamation is:

"any intentionally false communication, either written or spoken, that harms a person’s reputation; decreases the respect, regard, or confidence in which a person is held; or induces disparaging, hostile or disagreeable opinions or feelings against a person."

Patient rudeness and aggression is not acceptable.

The consequence of this behaviour is resulting in the surgery losing knowledgeable and experienced members of our team, that play a vital role in the services we offer our patients.

Recruitment and training of new members of staff is a lengthy process and may result in increased waiting times when contacting the surgery.

We are taking call after call of negativity, which is mentally draining for us all. This is directly affecting the team members in the surgery and resulting in staff leaving the practice.

GP practices nationwide are under an enormous strain and we do our very best to accommodate peoples requests but can only offer appointment that are available. We try to provide alternative methods of consulting with our clinicians where possible, such as Online Consultations which are available via our website.

We understand then when you contact us you may not be feeling your very well but please remember we are only human and are trying our best to assist you.

We live in a small town and in times of difficulty we have pulled together to support the community as a whole.

Please be kind, thank you.