Your Rights and Responsibilities

We aim to provide the best possible service to our patients but this can only be done in an environment of co-operation and trust.

You have a right to expect from us:

• To be treated with courtesy and respect by all practice staff
• Privacy and Confidentiality - everyone working for the NHS has a legal obligation to maintain a patients privacy and confidentiality
• Referral for a specialist or second opinion if you and your GP agree
• Receive appropriate drugs and medication
• The right to see your medical records - subject to the limitations of the law

We have a right to expect you to:

• Treat practice staff with the same courtesy and respect you expect
• Attend appointments on time or cancel if they are no longer required
• Information regarding changes of name,address or telephone number
• Allow sufficient time for consultant’s letters or results to reach us
• Request Out of Hours calls only if they are felt to be truly necessary

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REMOVAL OF PATIENTS

The practice has in place guidelines for the removal of patients from its list - these guidelines cover situations involving violence - abuse - crime and deception - moving out of the practice area - failure to attend appointments - breakdown of doctor/patient relationship. A full copy of these guidelines is available from the practice manager.

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 ACCESS TO INFORMATION

All patients have the right to see what is kept on their medical record. Your GP however, has the right to refuse such a request or limit the information provided if they feel that it would affect your physical or mental health or the clinical notes involve other people. You are entitled to recieve a copy of the information but a small charge will be made to cover administrative time. More information is available from the practice manager.  

The practice has an in-house Complaints Procedure. If you have cause to complain about the treatment you receive please write to the practice manager - you will be contacted within two working days to acknowledge receipt of the complaint.

Mrs Kershaw or Dr Edwards will discuss the details of the complaint with the complainant and with the member of staff involved. A meeting will be arranged to discuss the matter to see if it can be resolved. The outcome will be recorded and a statement sent to the complainant. However if the complaint cannot be resolved at this stage arrangements can be made for a third party to act as mediator.

All complaints concerns and enquiries, queries regarding independent contractor services e.g. GP, Dentist, Pharmacy, Opticians, should be directed to:

NHS England

P.O. Box 16738

Redditch

B97 9PT

Tel: 0300 311 22 33 (Monday-Friday 8am - 6pm, excluding English Bank Holidays)

Email: england.contactus@nhs.net

Customer Care Team

Lancashire Commissioning Support Unit

Lancashire Business Park

Jubilee House

Centurion Way

Leyland, PR26 6TR

Tel: 0800 032 2424                   

Email: customer.care@lancashirecsu.nhs.uk

For complaints about Out of Hours Services, please contact

The manager

Chorley Medics Ltd

114 Wigan Road

Euxton.

For complaints about hospital services please contact the hospital Complaints manager directly

Granville House is a training practice and we will usually have a GP Registrar on a one-year placement - this will be a fully qualified doctor who is undertaking further training in order to qualify as a general practitioner.

For assessment purposes you may be asked if you would consent to your consultation being videoed. We will fully understand if you do not give your consent.

From time to time we may also have medical student attached to the practice and they will sit in on consultations - you will always be informed first and asked for your consent

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