Chastleton Mission Statement
At Chastleton, our mission is to provide the highest possible standard of care to all of our patients. 

Out of Hours
If you require urgent attention or advice, telephone 111.  If possible, have a pen and paper handy.

Test Results  
Please could you telephone the surgery for your results on 0191 3846171 between 2pm and 4pm Monday to Friday.  

Named Accountable GP  
All patients now have a named accountable GP who is responsible for patients overall care at the practice.  If you wish to know who your named accountable GP is, please ask at reception.  Please note that although all patients have been allocated a named accountable GP, patients are able to see any GP they like and are not restricted to the GP they have been allocated.  

We Teach Medical Students  
We are a teaching practice for Sunderland University medical students and are proud to be involved in training tomorrow's doctors.  As a result, students may lead or observe your appointment.  If you would rather not see medical students, please inform reception.  Your care will in no way be affected by this.  

Complaints & Comments

It is the aim of the practice to give the best possible service.  There may be times where you feel this has not occurred.  If you have a complaint that cannot be resolved immediately, please ask to discuss the matter with Vikki Reed, Practice Manager.  She will willingly discuss the matter with you and investigate the complaint on your behalf.  If you prefer you can contact her by telephone or in writing. 

It is the policy of Chastleton Medical Group to provide an effective and prompt response to complaints.  Under normal circumstances we will ensure that you receive a full written response within 10 working days.  We will always endeavour to address your concerns, provide you with a full explanation and take any action that is needed.  We hope that you will be satisfied that we have dealt with the matter thoroughly.  A patient leaflet detailing our in-house procedure is available upon request.   

If you are unhappy with the in-house procedure you are entitled to complain to the North Durham CCG and the Parliamentary & Health Service Ombudsman (please see below).

As well as complaints we welcome comments and compliments! 

NHS complaints guidance

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website