Manchester Road Surgery

PRACTICE STANDARDS

As a practice we are committed to giving you the best possible service but in order to enable us to do so we ask you to help us in the following ways:

• We ask that you treat the doctors and practice staff with courtesy and respect. Abusive behaviour or violence/threats of violence to other patients, member of staff or doctor will not be tolerated and will result in the removal of the offending patient from the practice list.
• Please let us know of any change of name, address or telephone number.
• Please ask for home visits only when you are too ill to attend.
• Please keep your phone calls brief and avoid calling during the peak morning time for non-urgent matters.
• Remember you are responsible for your own health and the health of your children. We will give you are professional advice. Please act on it.
• Please ring as early as possible to cancel appointments.

SUGGESTIONS

If you have any comments - good or bad - about the service you have received from the doctors or any of the staff working in this practice, please let us know.

COMPLAINTS

We have an in-house complaints procedure. A complaint may be made to the practice manager, who is responsible for investigating any complaints made about the practice and ensuring action is taken in light of the outcome of any investigation. A leaflet is available from the practice manager detailing the complaints procedure. Alternatively, please contact NHS East Lancs, Customer Care Dept on Tel: 01282 878653.

CONFIDENTIALITY

The doctors and all staff are bound by a code of confidentiality. The Data Protection Act stipulates the conditions governing access to all computer records.

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment, so that those treating you can give the best possible advice and care. This information is also available to those involved in your care and should never be asked for by anyone not involved in your care. Disclosure of identifiable patient information to any outside agency will only be given with written permission from the patient, dated within three months of the request. You have the right to know what information we hold about you at any time. However, you will be asked to prove your identity prior to seeing your records.

PATIENT RIGHTS AND RESPONSIBILITIES

The NHS Constitution establishes the principles and values of the NHS in England. It sets out the rights to which patients, public and staff are entitled and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively. All NHS bodies and private sector providers supplying NHS services are required by law to take account of the Constitution in their decisions and actions.