STATEMENT OF CUSTOMER SERVICE When using our service you can expect the following: to be treated with respect and courtesy by all our staff. You will be made to feel at ease during your visit. all patients will be seen within 24 hours for urgent/emergency treatment. All routine treatment will be completed within 8weeks you will have access to a full range of our services, including after hours emergency service. a full explanation of your treatment and related costs will be given to you. an interpreter will be provided for ethnic minority and refugee patients within 7 working days (monday & thursday mornings only) If you are not seen within 20 minutes of arriving for your arranged appointment, an explanation will be given to you. complaints will be acknowledged within 2 working days, and investigated within 10 working days. referral letters to hospitals or clinics will be sent within 2 working days. provide housebound patients a homevisit within 14 working days. (routine treatment only)