Our mission
Always trying to do the right thing
Six words. That is our whole mission. Not a long list of promises — just one principle we measure every decision against, whether it is how we answer the phone or how we care for you at the hardest moment of your life.
Why we chose these words
Most mission statements are easy to write and easy to forget. We wanted something we could actually be held to.
We did not choose the words "always trying to do the right thing" because they sound nice. We chose them because they are honest.
We cannot promise perfection. No surgery can. Phones get busy, appointments run late, and sometimes — despite our best efforts — we get things wrong. What we can promise is this: in every decision we make, big or small, we will try to do what is right for you, not what is easiest for us.
That word "trying" matters. It means the principle applies on the hard days as well as the good ones — at 8.30am on a Monday when every phone line is ringing, not just when things are calm. And it means that when we fall short, we will say so, put it right where we can, and learn from it.
"Doing the right thing is not a poster on our wall. It is the question we ask ourselves every time we make a decision about your care."
The partners and team at Ashcroft Surgery
What "doing the right thing" looks like day to day
Here is how one principle turns into everyday behaviour at Ashcroft.
We tell you the truth
If something goes wrong with your care, we will tell you, say sorry, and explain what we are doing about it. We will not hide behind jargon or hope you do not notice. Honesty when things go wrong is a legal duty for NHS practices — but for us it is simply the right thing to do.
We treat everyone fairly
You get the same care and the same respect whoever you are — whatever your age, background, beliefs, body or circumstances. There are no favourites at Ashcroft and no one we quietly care about less.
We take the time it takes
Sometimes the right thing is slower — booking an interpreter, arranging a longer appointment, or explaining something twice. We would rather take a little longer and get it right than rush and get it wrong.
We listen before we decide
You know your own body and your own life better than anyone. Our job is to listen properly first, then bring our medical knowledge alongside what matters to you. Decisions about your care should feel made with you, not done to you.
We protect your privacy
What you tell us stays between you and the people caring for you. If you would rather not explain something at the reception desk, just say so — we will find you somewhere private to talk.
We keep learning
Ashcroft is a training practice. We help train the next generation of GPs, nurses and medical students — and we hold ourselves to the same standard we teach. When your feedback shows us a better way to do something, we change.
Fairness is the law — and our promise goes further
The Equality Act 2010 protects everyone in the UK from discrimination based on 9 "protected characteristics". Here is what each one means in plain English.
Discrimination means treating someone worse because of who they are. The law says we must not do this — and we would not want to anyway. You will never receive worse care, a colder welcome or less of our time at Ashcroft because of any of these 9 things:
Age
Whether you are 9 or 90, your health matters just as much. We never dismiss a problem as "just your age".
Disability
Physical, sensory, learning or mental health related. We will make reasonable adjustments so our care works for you — not the other way round.
Gender reassignment
If you are trans, or thinking about or going through transition, you are welcome here and will be treated with respect — including using your correct name.
Marriage and civil partnership
Married, in a civil partnership, single, divorced or widowed — your relationship status never affects your care.
Pregnancy and maternity
You will not be treated unfavourably because you are pregnant, have recently given birth, or are breastfeeding.
Race
This includes your colour, nationality, and ethnic or national origins. Everyone in our community deserves — and gets — the same standard of care.
Religion or belief
Whatever your faith — or if you have none — we respect it. Tell us if your beliefs affect your care, such as fasting or preferences about who examines you, and we will do our best to accommodate them.
Sex
Men and women receive equal care. You can also ask to see a male or female clinician for intimate examinations, and a chaperone is always available.
Sexual orientation
Lesbian, gay, bisexual or straight — you can be open with us about your life and relationships. It helps us care for you better, and it will only ever be met with respect.
The law is our floor, not our ceiling. The Equality Act lists 9 characteristics — but doing the right thing does not stop at a list. We show the same care to people the list does not mention: carers, people without a settled home, people who find reading difficult, people whose first language is not English, and anyone who is simply having the worst week of their life.
You can read more about the law itself on the government's website: Discrimination: your rights (opens the GOV.UK website).
What this means when you visit us
Values only matter if you can feel them. Here are practical things you can ask for at any time.
An interpreter, free of charge
If English is not your first language, tell reception when you book and we will arrange an interpreter. If you are Deaf, you can use our free British Sign Language video interpreting service on any page of this website.
Information in a way you can use
Large print, easy read, or someone to talk you through a letter — just ask. A hearing loop and a wheelchair are available at reception, and the building is fully accessible.
A chaperone for any examination
For intimate examinations you can always have a trained chaperone present — and if you would prefer a different person, just say. You can read our full chaperone policy.
Kindness — even on our busiest day
Our team love helping people. That is why they do this job. We ask for the same patience and kindness back: it helps everyone, especially the patients waiting who are most unwell.
If we do not get it right, tell us
A mission like ours only works if you can hold us to it.
If you ever feel we have not done the right thing by you — whether it is a mistake, a rude moment, or something that just did not feel fair — we genuinely want to know. We would much rather hear it from you than have you carry it home.
In the first instance, ask to speak to our deputy practice manager. If you want to make a formal complaint, we follow the NHS complaints procedure and we will respond properly, not defensively.
Tell us how we are doing
Every comment — good or bad — helps us do the right thing better.
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