08/07/2025
A message from the Team at Abbeyfield Medical Centre (The Tollgate Practice)
We are here for you because we care. Every member of our team has chosen this work because they genuinely want to help people - it's at the heart of all that we do.
We understand that accessing healthcare can sometimes feel frustrating. Please know that we are not there to make things feel more difficult. Much of what we do is guided by national guidance from NHS England alongside protocols set by our Integrated Care Board (ICB) and Primary Care Network (PCN). These guidelines help ensure safe, fair and consistent care - but they also mean that sometimes, we can't always say 'yes' even if we wish we could.
That said, we often go the extra mile for you, our patients, because we truly care. But when we can't bend the rules, it's not because we're being awkward - it's because we're doing our job the right way.
Please remember: we are human too. We have families, emotions and busy lives just like you. Unkind words and behaviour can have a real impact on our team and are not acceptable.
We know your worries can be stressful - we feel it too. But when we explain something or set a boundary, it's never to make things harder, it is because we are following the right steps for everyone's safety and wellbeing.
Thank you for your understanding and supporting our staff with kindness, it really does make a difference.
