This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

Practice Policies & Complaints Procedure

Patient Rights

smiling_patientYou will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24-hour access to medical advice.
  • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.

We would respectfully ask that you:

  • Let us know if you intend to cancel an appointment or are running late.
  • TREAT STAFF WITH COURTESY AND RESPECT. Reception staff may have to ask some personal questions to assist us in providing you with the best service
  • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Data Protection

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

 

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

 

If you do not wish anonymous information about you to be used in such a way, please let us know.

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.

PST (Patient Services team)

TEL 0161 - 212 6270

 

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

 

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient services Team known as PST, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

 

PST also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

 

What does PALS do?

In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

 

Find out more

If you would like more information about PST, the functions it is intended to provide and the standards it should strive to achieve, follow this link .

Should you wish to make a complaint: Please Click here and you will be directed to the practice complaints procedure, and form.

 



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