The Healthcare Centre

Drs C M Wilson & Partners

Longsands Medical Centre and Sharoe Green Surgery
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PRACTICE CHARTER

The practice endeavours to maintain a certain level of standard for all patients which is reflected in our Practice Charter.

Your Commitment To Us

  • The healthcare team members have only your best interests at heart. If staff are busy, please be patient and treat each member with courtesy and respect.
  • If you require a home visit, please telephone the surgery before 10.00am if possible.
  • Please request a night visit only if it is truly necessary.
  • If you are unclear or unsure about what the doctor has said, please ask. We want you to understand and feel confident about your treatment.
  • The healthcare team members are keen to promote healthy lifestyles and avoid illness. If the doctor or nurse offers health promotional advice, please take it.
  • If you are unable to keep, or no longer require, an appointment, please call the surgery as soon as possible so that we can offer the consultation to another patient.
  • Please let us know if you change your name, address or telephone number.
  • If you have any suggestions which might help us to improve our service to you or to others, please speak to a member of the healthcare team or leave your suggestion in the box provided.

Our Commitment To You

  • The doctors and staff will attempt to provide the highest possible standard of medical care for you at all times.
  • All members of staff will treat you at all times with courtesy and respect.
  • If you are too ill to attend surgery a visit may be made to your home, subject to clinical need.
  • When you attend the surgery we will endeavour to ensure that you are seen promptly. If this is not possible, an explanation of the delay will be given.
  • We will endeavour to make a non-urgent appointment to see the doctor of your choice within five working days (subject to the availability of that doctor).
  • Should you need to consult a doctor or nurse urgently, we will endeavour for you to be seen the same day. We can also arrange for you to see a doctor at our Local Access Centre.
  • Confidentiality of your medical records will be strictly maintained at all times.
  • All members of the healthcare team (doctors, nurses, receptionists, managers) will continue to undertake training which is relevant to providing you with the best possible healthcare services.

Comments/Complaints

We are happy to receive constructive comments and criticism regarding our services and use the opportunity to review and improve our systems wherever possible. We operate a Practice based complaints procedure which meets national criteria. This allows us to investigate any problems or complaints you may have.

Your complaint should be addressed to the practice manager who will ensure that your complaint is investigated thoroughly and as quickly as possible. Please note that we cannot provide or disclose confidential information without appropriate authority. So, if you are making the complaint on behalf of another person, we will require that person's written consent.

If you do not feel able to raise a complaint, concern or enquiry with the Practice directly, you can contact:

NHS England
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net
(Monday-Friday 8am to 6pm excluding English Bank Holidays).

NHS England deal with independent contractor complaints concerning GPs, Dentists, Pharmacists and Opticians.

Zero Tolerance Policy

The practice operates a Zero Tolerance Policy. Abusive or violent behaviour will not be tolerated and could result in your registration with the practice being terminated. This includes rudeness to doctors and staff or any threatening behaviour.

Freedom of Information Act

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 make routinely available. Information on this scheme is available from reception.

Access to Medical Records

All patients are entitled under the Data Protection Act 1998 and the Access to Health Records Act 1990 to check that any data concerning them, whether held in their medical records or on computer, is accurate. All requests for access to medical records should be made in writing to the practice manager.

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