Confidentiality

You can be sure that anything you discuss with any member of this practice - family doctor, nurse or receptionist - will stay confidential. That means nobody else will be told. Even if you are under 16, nothing will be said to anyone - including your parents, other family members, care workers or tutors - unless you give us permission.

If you are being treated somewhere else - for example at a hospital or clinic - it is best if you allow the doctor or nurse there to let us know of any treatment you are receiving so that you can get the best care at both places.

In extremely rare circumstances, we might have to consider passing on confidential information without your permission, to protect you or someone else from serious harm. We would always try to discuss this with you first.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme, a guide to the 'classes' of information the practice intends to routinely make available. A copy is available in reception.

Access to Records

If you require access to your medical records please contact the practice. To access our practice leaflet, click below:

Access to Medical Records Leaflet

Violence Statement

The practice has a zero tolerance policy. Any patient who is violent or abusive towards a doctor or member of staff may be removed from the practice list. The patient will be informed in writing with an explanation of the reason for removal.

Concerns, Complaints and Compliments

If any problems arise then please tell us. If you have any suggestions to improve the service please let us know. If we are doing things well it helps to know, so tell us this as well.

Complaints

In the event that you have a complaint, please do let us know. The practice complaints managers are Mrs Angela Crompton (Practice Manager) at angela.crompton@nhs.net and any doctor. They will be pleased to hear from you verbally or in writing. We will then investigate and aim to respond within 25 working days. If you are not satisfied with how your complaint has been handled, you can contact the following;

NHS Staffordshire and Lancashire CSU Patient Services Team, Heron House, 120 Fenton Road, Stoke-on-Trent, ST4 4LX.

Tel: 0800 030 4563 / Email: stcsu.patientservices@nhs.net If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Health Service Ombudsman;

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

Write: Millbank Tower, Millbank, London SW1P 4QP.

Please be advised that should we decide to take specialist advice regarding your complaint, we may need to disclose your personal information to our advisors.

Practice Charter

Our doctors and staff will work to ensure that:

• You will be seen on the same day if you need to see a doctor urgently and within two weeks if a routine appointment is necessary.
• You will be seen within 30 minutes of a booked appointment or be given a reason for any delay.
• Your treatment will be fully explained to you.
• Your medical and personal records will stay strictly confidential.
• You will be listened to and treated courteously.
• You can ask to speak privately to the practice manager if you would like to make a suggestion or a complaint.
• You can speak directly to a doctor or nurse by prior arrangement with reception.

As a patient, you can help us if you:

• Only ask for an urgent appointment when you need one.
• Only ask for a home visit if you are unable to attend surgery for medical reasons. (Please phone before 10.30am if you need a home visit that day.)
• Be on time for your appointment and phone to cancel if you cannot attend.
• Tell your doctor if you are unhappy with your treatment.
• Tell us if you change your name, address or telephone number.
• Treat the doctors and staff courteously.
• Read the practice booklet as this will help you to get the best from the services we offer.
• Remember that a doctor will be busy during surgery hours and may not be able to take your phone call immediately; however, your call will be returned after surgery has finished. Urgent calls will of course be dealt with immediately.

Closed circuit television (CCTV) is installed at the practice premises for the purposes of staff, patient and premises security. Cameras are located at various places on the premises, and images from the cameras are recorded.

For further information, please ask at reception for a CCTV leaflet.