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01744 - 734128151 Grafton Street, St Helens, Merseyside, WA10 4GW         
COMPLAINTS AND SUGGESTIONS

This practice aims to provide a friendly, efficient and effective service to all our patients.

Our aim is to give you the highest possible standard of care and service and we try to deal swiftly with any problems that may occur.

We offer a Practice Complaints Procedure to deal with comments, suggestions and complaints about the services we provide.

Our Practice Manager will give you further information.

We welcome patient feedback – you can fill out the NHS Friends and Family test here.

RIGHTS AND RESPONSIBILITIES

We respect your right to privacy and to keep all your health information confidential and secure.

We respect your right to be treated with dignity and respect.

We expect our patients to treat our staff in a respectful way. The practice has a policy of zero tolerance from violent or abusive patients.

It is your responsibility to order prescriptions in a timely manner and to attend for review when requested. It is not safe to continue prescribing your medication indefinitely without us having the opportunity to check it is working effectively for you.

If you no longer require or cannot attend a booked appointment, we would expect you to contact the surgery to cancel it. The practice monitors the amount of time wasted with missed appointments and will contact persistent offenders.

Click here to view our Patient Privacy Notice

Click here to view our Patient Privacy Notice for children

CONFIDENTIALITY

Everyone working within the NHS has a duty of care to keep information about you confidential.

We will not, without good reason:

– Give any of your medical details over the phone unless we are certain who we are talking to.
– Give details about you to anyone else without your permission.

If you have any questions about confidentiality please speak to the Practice Manager or one of the doctors.

ONLINE ACCESS

If you wish to, you can now use the internet to book appointments with a GP, request repeat prescriptions for any medications you take regularly and look at your medical record online. You can also still use the telephone or call in to the surgery for any of these services as well. It’s your choice.

You will need to present yourself at the surgery and complete an application form. 2 forms of ID are required – one of which must be Photo ID and the other your address.

Access to medical records online is only available to patients over 16 years of age.

DOWNLOAD APPLICATION FORM

DOWNLOAD PATIENT LEAFLET

PATIENT PARTICIPATION GROUP

We have a small patient group which meets with staff every 3 months. The group provides feedback about surgery services. If you would like to be considered for membership of the group, please apply in writing or by e-mail. Please tell us why you would like to join the group and please let us know if you have any previous relevant experience.

NAMED GP

NHS England has recommended that all patients have a named, accountable GP with overall responsibility for their care. If we have not yet informed you who your named GP is and you would like to know, please ask us. Please note that this will not alter how you book your appointment. For routine appointments you can still choose the doctor you wish to see at the surgery – you do not have to see the doctor who is your named GP. You may not be able to book with a specific doctor if you require an urgent appointment.

SUMMARY CARE RECORD

The Summary Care Record is a list of your medication and allergies. A hospital or out-of-hours doctor can now ask your permission to access this. This is a good safety feature. If you want the hospital to have details of your medical conditions as well then you would need to give us permission to add these to your Summary Care Record.

GP NET EARNINGS

The latest year for which we have figures available is 2016-2017. During this year there were a lot of changes in the practice. One fulltime doctor only worked 4 months then became sick and subsequently retired; we employed three different locums to cover his absence but each for a period of less than 6 months; towards the end of the year we appointed a new full-time doctor and our other full-time doctor became part-time. One doctor worked part-time throughout the year. We now have one full-time and two part-time doctors.

For the year 2016-2017 the average income for three doctors (one fulltime for 4 months, one fulltime becoming part-time, and one part-time) was £57,065 before tax and National Insurance. This was not a typical year, because of staff changes and locum expenses. 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, nor to make any comparison with any other practice.

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