Practice Policies & Patient Information
Care Data
PLEASE NOTE: The care.data programme has been suspended until Autumn 2014 as NHS England are extending their public awareness campaign by six months in order to ensure patients are more informed about the process.
What you should know
Confidential information from your medical records can be used by the NHS to improve the services offered so we can provide the best possible care for everyone.
The information along with your postcode and NHS number, but not your name, are sent to a secure system where it can be linked with other health information.
This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you.
You have a choice
If you are happy for your information to be used in this way you do not have to do anything.
If you have any concerns or wish to prevent this from happening, please let the practice know.
For more information, including a list of frequently asked questions (FAQs), please go to the website at www.nhs.uk/caredata or www.hscic.gov.uk or pick up a leaflet in reception or call the dedicated patient information line in relation to data sharing on 0300 456 3531. Translation and text phone services are also available.
Complaints Policy
If you have any complaint or concern about the service that you have received from one of the doctors, nurses or staff working in the practice you are entitled to ask for an explanation.
We operate an informal in-house complaints procedure to deal with any complaints we may receive. This procedure does not deal with matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate way of investigating a complaint, in which case you will be referred to the appropriate authority.
This procedure does not affect your right to make a formal complaint to the CCG if you so wish. Nor does it affect your right to seek compensation in law.
Your complaint should be addressed to the Practice Manager, Mrs Saadia Hanif, this can be posted to the practice or emailed to Granvillehouse.fax@nhs.net
We will ensure that it is investigated thoroughly and as speedily as possible. We aim to report back to the complainant within two weeks, although in some cases more time may be required.
Please note that the practice must ensure strict adherence to the rule of medical confidentiality and we cannot provide confidential information without the appropriate authority if you are not the patient in question.
Your complaint will be investigated by someone within the practice. It is likely that, as a first step, the investigator will contact you directly to ensure that he or she fully understands your complaint. The investigator will then interview the appropriate members of the practice and may inspect relevant documents.
At the conclusion of the investigation your complaint will be discussed with you in detail.
You can be assured that by making a complaint no one will be discriminated against and any future treatment to either yourself or a member of your family will not be compromised.
All complaints concerns and enquiries, queries regarding independent contractor services e.g. GP, Dentist, Pharmacy, Opticians, should be directed to:
Address:
NHS England
P.O. Box 16738
Redditch
B97 9PT
Tel: 0300 311 22 33
Opening Hours: Monday-Friday 8:00am – 6:00pm, excluding English Bank Holidays.
Email: england.contactus@nhs.net
Complaints regarding commissioning decisions/issues e.g. individual patient funding requests and continuing health complaints, complaints should be directed to:
Address:
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
Address:
The Manager
Chorley Medics Ltd
114 Wigan Road
Euxton
For complaints about hospital services please contact the hospital Complaints manager directly.
GP Earnings
All GP practices are required to declare the mean (average) earnings for GP’s working to deliver NHS services to patients at each practice.
The average pay for GP’s working at Granville House Medical Centre in the last financial year was £97,008, before Tax, National Insurance and Employee Pension contributions.
This is for 2 full time and 3 part-time GP’s .
However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings or to make any comparison with any other practice.
Privacy Policy
Please click here to view.
Your Rights
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 in 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.
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 – the breakdown of doctor/patient relationship. A full copy of these guidelines is available from the practice manager.
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 receive a copy of the information. More information is available from the practice manager.