How we use your information

Download his document which outlines how we use information that we hold about, with whom we may share that information, how we keep it secure (confidential) and what your rights are in relation to this.

Chaperone Policy

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the practice manager.


If a patient does not turn up for an appointment and did not contact the surgery in advance to cancel/change appointment, this is classed as a DNA'd appointment.

Please click here to view the Practice Policy regarding DNAs.

Confidentiality and Data Protection

Please click here to view the Practice Policy regarding Confidentiality and Data Protection and how we use the information you give us. If you do want any further information then please get in contact the Practice Manager, or if you have any questions or concerns about how we handle your data, again, please contact the Practice Manager.

Zero Tolerance

The Practice takes it very seriously if a member of staff is treated in an abusive or violent way.

The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.

Our Practice staff aim to be polite, helpful, and sensitive to all patients' individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

Download our full Zero Tolerance Policy document here >>

Mission Statement

What we will do for you
  • Treat you with courtesy and respect at all times
  • Treat you as a partner and discuss with you the care and treatment we can provide
  • Give you full information on the services we offer
  • Provide you with emergency care when you need it
  • Refer you for a further opinion when you and your doctor agree it is necessary
  • Give you access to your health records subject to any limitations in the law
  • Keep your records confidential
  • Give you a full and prompt reply to any complaints you make about the service
What you can do for us
  • Tell us if you are uncertain about the treatment we are offering you
  • Use emergency services only in a genuine emergency
  • Ask for a home visit only when the patient is unable to attend the Health Centre through illness
  • Keep your appointments
  • Keep us informed of your latest address and telephone number
  • Tell us about complaints or misunderstandings as soon as possible to allow us to deal with them
  • Let us know when we do well
Aims and objectives of our website
  • To enhance communication between staff and patients
  • To be innovative, attractive, interactive, intelligent and informative
  • To encourage communication between the Practice and patients and to keep you informed about developments at the practice
  • Entry point for patients/health professionals to link to other sites of health interest
  • We welcome suggestions and comments about our service and this website

City Centre Surgery

7 Saville Place, Newcastle upon Tyne NE1 8DQ

Telephone 0191 2324274

Fax 0191 2331050

Surgery opening hours

7:00am - 8:00pm Monday, Tuesday, Wednesday
7:00am - 5:00pm Thursday
7:00am - 6:30pm Friday
Closed on Saturday and Sunday

Phone lines open

8:00am - 6:00pm Mon, Tue, Wed and Fri
8:00 am -1:00pm Thu

Branch Surgery

285 Trevelyan Drive, Newbiggin Hall, Newcastle upon Tyne NE5 4BP

Telephone 0191 2869240

Fax 0191 2715710

Surgery opening hours

8:00am - 6:30pm - Monday
7:00am - 6:30pm - Tuesday
7:00am - 6:30pm - Wednesday
8:00am - 1:00pm - Thursday
8:00am - 6:30pm - Friday
Closed on Saturday and Sunday

Phone lines open

8:00am - 12:00pm & 1:00pm - 6:00pm Mon, Tue, Wed and Fri
8:00 am -1:00pm Thu