Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

NHS England

In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to NHS ENGLAND, P.O Box 16738h, Redditch, B87 9PT. You may alternatively ring NHS England Contact Centre on 0300 311233 or e mail england.contactus@nhs.net

Practice Charter - Your rights and responsibilities

These are standards set by the practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Our Responsibility To You

We are committed to giving you the best possible service.

Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctor's or nurses' names are indicated on their surgery doors.

Waiting Time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 15 minutes in the waiting room without receiving an explanation for the delay.

Access: You will have access to a doctor rapidly in case of emergency and immediately in cases of urgency. We will arrange a home visit as appropriate for those who are housebound or terminally ill.

Telephone: We will answer the phone promptly and ensure that there are sufficient staff available to do this. You should be able to speak to your Doctor by telephone.

Test Results: If you have undergone tests or x-rays ordered by the practice please phone after 2.00pm to obtain the results.

Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.

Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

Health Promotion: The practice will offer patients advice and information to promote good health and avoid illness; self-help which can be undertaken without reference to a doctor in the case of minor ailments.

Health Records: You have the right to see your health records, subject to limitations in the law. These remain confidential at all times.

Smears: A chaperone will be provided if desired. Alternatively, you may wish to bring your own.

Your Responsibility To Us

Help us to help you.

Please collect correspondence after 11.00am.

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer. The practice will not tolerate patients who persistently fail to attend.

Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.

We ask that you treat the doctors and practice staff with courtesy and respect.

Please read our practice booklet. Along with this website it will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.

Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

NHS WARRINGTON

The practice is part of NHS Warrington which in turn is part of NHS England.

Contact details are:

NHS Warrington Clinical Commissioning Group No.1 Lakeside 920 Centre Park Warrington Cheshire WA1 1QY Tel: 01925 30303 E mail: queries.warringtonccg@nhs.net 

Named Accountable GP

All patients will be allocated a named GP. This is a single handed GP practice and all patients will be allocated to the GP Principal of the practice - Dr Whitenburgh

The responsibilities of the named GP to 75's and over

For patients aged 75 and over the named accountable GP is responsible for:

  • Working with relevant associated health and social care professionals to deliver a multi disciplinary care package that meets the needs of the patient. 
  • Ensure all patients over 75 years have access to health checks



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