Confidentiality
Your privacy and confidentiality are extremely important to us. Moseley Avenue Surgery fully complies with data protection legislation and is committed to protecting your personal information. Patient information is only shared when necessary to support your care, treatment, or access to other healthcare services.
Complaints
We strive to provide a professional, respectful, and compassionate service to every patient. If we fall short of your expectations, we welcome your feedback and take all concerns seriously. Complaints are handled confidentially and reviewed promptly to help us continually improve the care and service we provide.
Equality, Diversity & Inclusion
We are committed to providing inclusive, respectful healthcare for all patients, regardless of age, sex, race, beliefs, disability, or personal circumstances. We also expect everyone within our practice community to treat each other — including staff, patients, and NHS colleagues — with courtesy and respect.
Appointments & Did Not Attend (DNA) Policy
Missed appointments reduce access for other patients and result in valuable clinical time being lost. If you are unable to attend your appointment, please let us know as soon as possible so it can be offered to someone else in need of care.
Patients who repeatedly fail to attend appointments without notice may be contacted by the practice and, in some cases, reviewed in line with our DNA policy.
Home Visits
Home visits are available for patients who are genuinely housebound or medically unable to attend the surgery. Wherever possible, we ask that requests are made before 11am so that the clinical team can assess and prioritise urgent needs appropriately.
In most cases, patients receive the safest and most effective care within the surgery, where full medical records and diagnostic equipment are available.
Supporting Carers
We recognise the vital role carers play within our community and are committed to ensuring carers receive appropriate support, understanding, and flexibility when accessing our services.
Patient Charter
We are committed to treating every patient with kindness, dignity, and respect, and we ask the same in return for our staff and wider NHS colleagues. By working together respectfully and responsibly, we can provide the best possible care for everyone in our community.
