Chapel Lane Surgery

BBC | Health News

Obligations, Rights And Responsibilities

The Practice

You will be treated as an individual and will be given courtesy and respect at all times.
You have the right to be treated confidentially.
Respect for religious and cultural beliefs will be honoured.
We will endeavour to answer the telephone promptly and courteously.
You have a right to information about your own health (illness and treatment, possible side effects, prevention of recurring illness etc).
We will offer medical advice and information for promotion of good health.
You have the right to see your own medical records subject to the limitations of the law. A charge may be made.
We may give you test results when you telephone the surgery for them, or you may be asked to make an appointment with the doctor to discuss them. (Please telephone after 2.30pm when the telephone is less busy.)
If your doctor believes that you need a second opinion, then they will arrange this.
You will be given a time to see a doctor in accordance with the system used in this practice. If there is likely to be a substantial delay for any reason, you will be given an explanation.
Routine referral letters for hospital appointments will normally be dispatched within three working days of the referral being agreed with the doctor. Urgent referrals for hospital appointments may be faxed, telephoned or provided as a handwritten note for the patient to take to the hospital.

The Patient

We ask that you treat our doctors and all practice staff with courtesy and respect.
The first hour of the morning can be extremely busy. Please keep telephone calls brief. If possible, leave routine calls until later in the day.
You are responsible for your own health and that of your children. Please take the advice given to you at the practice.
Let us know immediately if you change your address or name and remember to provide us with your telephone number and postcode.
You can discuss any medical matter with the doctor, including asking for a second opinion.
Please let us know if you are unable to keep an appointment. We can offer that appointment to someone else.

Complaints / Comments / Compliments

We endeavour to provide and maintain a high standard of service at all times but if you should be unhappy with any aspect of our service please contact the patient services manager, the practice manager or any of the doctors. Our complaints procedure is drawn up in accordance with NHS guidelines and a copy is available from reception.

Similarly we are always interested to hear comments and suggestions on how to improve the service we provide. Please contact the patient services manager or the practice manager in this regard.

Confidentiality / Access To Patient Information

The confidentiality of patient information is maintained at all times in accordance with NHS guidelines and all staff are regularly reminded of their responsibilities in this regard. The same standards of confidentiality are applied to information held on our computer system and, in this respect, we are registered under the Data Protection Act.

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.
This scheme is available from reception.

NHS Sefton

This is the body responsible for commissioning our out-of-hours services. They can be also advise on other primary care services in this area. You can contact NHS Sefton at:
5th Floor, Merton House, Stanley Road, Bootle, Liverpool L20 3DL
Tel: 0151 247 7000
E-mail: enquiries@sefton.nhs.uk

or

5 Curzon Road, Southport, Merseyside PR8 6PL
Telephone Number: 01704 387000
Fax Number: 01704 387091
E-mail: enquiries@sefton.nhs.uk

Website: seftonpct.nhs.uk

Violence And Abuse

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.

The doctors, nurses and staff in this practice have the right to do their work in an environment free from that kind of behaviour and everything will be done to protect that right.

At no time will any such behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.