Much Wenlock & Cressage Medical Practice

Practice Charter

Your Responsibilities as a Patient

Please treat all staff with respect and courtesy at all times.

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 so that another patient may use that appointment.

Please avoid telephoning the practice during peak morning hours (ie between 8.30 - 10.00am) for non-urgent matters.

Please order medication in good time.

Remember you are responsible for your health and that of your family.

Our Responsibility to You

We will treat you with courtesy and respect at all times.

We are committed to giving you the best possible service.

We will give you emergency care when you need it.

We will refer you to a specialist/consultant acceptable to you when necessary.

We will give you access to your health records subject to any limitations within the law.

Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened. In this instance we have a formal complaints procedure in place for you to use if you feel you have any complaint about the practice, medical or non-medical.

In the event of a complaint, please contact our Practice Manager, Sarah Hope. Complaints may be written, verbal or via a designated representative. A written record of your complaint will be made and your complaint acknowledged. An investigation will be undertaken and we will provide you with a response detailing the investigation undertaken, the outcome and appropriate action when necessary.

You may also contact the Patient Services Team/Patient Advice and Liaison Service (PALS) by phone on 0800 030 4563 or via email: pals@staffordshirecss.nhs.uk or stcsu.patientservices@nhs.net.

You can also contact NHS England to raise concerns regarding primary care services on 0300 311 2233 or via England.contactus@nhs.net.

If you are not satisfied with the outcome you may refer your complaint to the:
Parliamentary and Health Service Ombudsman
Milbank Tower
Milbank
London
SW1P 4QP
Helpline: 0345 015 4033
www.ombudsman.org.uk

or go to The Independent Complaints Advocacy Service (ICAS), Tel: 0300 456 2370

After April 2013 all general medical services have to be registered with the Care Quality Commission (CQC), who are responsible for checking that every provider meets essential standards of quality and safety. If you have an experience you would like to report to the CQC, please visit their website for details on how to pass this information on www.cqc.org.uk.

Confidentiality

In order to provide you with the best possible healthcare, we need to maintain proper records of your health and make sure that this is available to your medical team, wherever and whenever possible.

All of our staff are trained in their responsibilities to protect your data and are under legal obligations not to disclose this information to unauthorised bodies or individuals.

Your medical records are vital!

We use your records to help us to give you proper healthcare and advice. We also need records to manage and plan the NHS itself in order to provide proper accounting for the public money we spend and to have the right resources in the right place.

We also use medical records in research to help find cures and treatments for illnesses. This helps us and other research bodies better understand diseases and determine which treatments work best under certain circumstances.

When we use this information we make sure that, wherever possible, we do not use personal details such as your name and address, in order to protect your confidentiality.

When releasing information to researchers, we give them only the minimum data necessary, and all their research is carefully vetted

If you have any queries on matters of data protection please contact the practice manager.

Care Quality Commission

All general medical services have to be registered with the Care Quality Commission (CQC), who are responsible for checking that every provider meets essential standards of quality and safety. If you have an experience you would like to report to the CQC please visit their website for details on how to pass this information on.

Clinical Commissioning Group

The practice is a member of the Shropshire Clinical Commissioning Group.

Details of primary medical services may be obtained from NHS England – Area Team (Shropshire & Telford) based at Halesfield 6, Telford TF7 4BF tel: 0113 8247343.

NHS Constitution

Patients who wish to pursue more knowledge on how the NHS functions will find useful information here.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

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