Confidentiality

We ask for information about you so that you can receive the best possible care and treatment. We keep this information together with details of your care, to ensure that your doctor, nurse of health care professional (who have access to your health records) has accurate and up to date information.

There are times when we have to pass on information to other people, such as hospitals, Social Services, the Health Agency or Primary Care Trust. This is always done confidentially or by removing your identifying details when they are not essential.

Suggestions & Complaints

We aim to provide a personal, friendly and efficient service. If you have any comments or suggestions regarding the service we provide, we would be happy to hear from you either in person or by letter.

Sometimes a patient may have a cause for complaint. If you wish to make a complaint, please phone or write to our practice manager, who will take full details of your complaint and decide how best to undertake the investigation. 

We think it is important to deal with complaints swiftly so we will either write to you with an explanation, or offer you an opportunity to attend a meeting to discuss matters.  We will try to address your concerns fully and discuss any action that may be needed.  We hope that at the end of the investigation you will feel sastisfied that we have dealt with the matter thoroughly.  However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

Further information on the complaints procedure can be found on the East Lancashire PCT website:  www.eastlancspct.nhs.uk

Patient Rights

Patients at this practice are entitled to:

• Be treated in a courteous, civil and co-operative manner
• A clear explanation of, and advice on, their medical condition and any proposed treatment
• A referral for specialist medical opinion or other second opinion when appropriate
• Receive information via the notice board of any health promotion exercise and preventative medicine initiatives
• Absolute confidentiality of medical records maintained by the practice subject to any provisions for disclosure imposed or allowed by law
• Access their own medical records, in accordance with the Data Protection Act – please ask the practice manager for details
• Have any formal complaints against the practice investigated and dealt with fairly in accordance with our complaints procedure
• Request (either verbally or in writing) to be seen by a specific doctor or health care professional. It may not always be possible to comply with a request where the individual doctor is unavailable or where in the interests of your health care it is inappropriate
• Patients aged 16-74 may have a health check every three years by request
• Patients over 75 may have an annual health check, at home if necessary

Patient’s Responsibilities

All patients are asked to be co-operative and act in a civil and courteous manner. We ask that all patients:

• Inform the practice if they have changed address or phone number
• Only make an appointment you know you can keep
• Read the practice leaflet that provides details of all our services
• Be patient if the surgery is running late
• Don’t ask for another member of family to be seen at your appointment without making prior arrangements

We do not accept rudeness, threats or aggressive behaviour directed towards our staff or other health care professionals who work with us. We may ask that violent or abusive patients be removed from our list.

Chaperone Policy
In certain circumstances during an examination of an intimate nature the doctor may ask a nurse to be present. This is to protect both the doctor and the patient. If a suitable chaperone is not available an alternative appointment will be offered. A patient may of course request a chaperone be present but this may mean that another appointment will be necessary.

Non-attendance Policy