Latest News

NEW PRESCRIPTION ORDER METHOD 

To order your medication please use one of the following methods:

1. Email your name, DOB and the items you need to: SHECCG.Manorparkmc@nhs.net

2. Drop off your order form at either one of the Reception desks during opening hours

3. Sign up to the NHS APP - for more info visit: https://www.nhs.uk/nhs-app/

4. If you do not have Internet Access or cannot use one of the above methods then you can ask your Chemist to Order on your Behalf

You will need to contact them every month and then they will email your request through to us.

Please order your medication at least 7 days before you are due to run out. 

We cannot guarantee that prescriptions will be ready on time if they are not ordered at least 2 days before they are due.

Thank you for your patience and understanding. 


NHS Sheffield CCG have written an open letter to all residents to let you know about the challenges facing GPs in Sheffield and what you can do to help us, help you.

Please take a few minutes to read it in full here: 

https://www.sheffieldccg.nhs.uk/news/OpenlettertoallSheffieldResidents.htm 


Telephone Opening Times

Monday 8am - 12pm & 1pm -6pm

Tuesday 8am - 12pm - 1pm - 6pm

Wednesday 8am - 12pm - 1pm - 6pm

Thursday 8am - 12pm 

Friday 8am -12pm - 1pm - 6pm


Statement on

Covid-19 - The compulsory wearing of face coverings in shops.

The introduction of the requirement for people to wear face covering in shops is intended to help prevent the spread of the Covid-19 virus.

There are certain groups of people who are exempt from this requirement and they include:

  • Children under the age of 11,
    • people with disabilities
    • those with breathing difficulties or
    • those who are travelling with someone who relies on lip reading.

These groups of people, their parents or guardians are able to indicate the reason, if required, as to why they are not wearing a face covering.

General practice is under considerable pressure as a direct result of the current challenges they are faced with delivering a service to patients at the same time as coping with the consequences of this virus.

There is no requirement for general practice to issue letters for patients who are unable to wear face coverings, as the Government have clearly defined the exemptions to this requirement.

General practice needs to focus all its time and effort managing those who need their help and not be diverted from this by unnecessary tasks.

Many thanks for your help and support in this matter.

If you or your child find it difficult to wear a face mask for medical reasons please click the link below, where you can print and cut out the statement which best applies to you.

Difficulty Wearing a Face Mask


Coronavirus information for Sheffield Patients and the Public

 

coronavirus is a type of virus. As a group, coronaviruses are common across the world. Typical symptoms of coronavirus include fever and a cough that may progress to a severe pneumonia causing shortness of breath and breathing difficulties.

 

Generally, coronavirus can cause more severe symptoms in people with weakened immune systems, older people, and those with long-term conditions like diabetes, cancer and chronic lung disease.

Novel coronavirus (2019-nCov) is a new strain of coronavirus first identified in Wuhan City, China.

 

Please see the following Gov.uk link for further information including:

 

  • Advice for travellers returning from Wuhan and Hubei province in the last 14 days:
  • Advice for travellers returning from, or transited through, China (other than Hubei), Hong Kong, Japan, Macau, Malaysia, Republic of Korea, Singapore, Taiwan, and Thailand in the last 14 days  
  • Symptoms and what to do and preventing the spread of infection  

 

https://www.gov.uk/government/publications/novel-coronavirus-2019-ncov-guidance-to-assist-professionals-in-advising-the-general-public/guidance-to-assist-professionals-in-advising-the-general-public


Zero Tolerance

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way. The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services, a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.

The team understands that patients who are ill do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with all of our patients, the practice would like to ask all patients to read and take note of the occasional types of behaviour that would be found unacceptable:



    • Using bad language or swearing at practice staff or other patients

    • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving

    • Verbal abuse towards the staff/patients in any form including verbally insulting the staff or other patients

    • Racial abuse and sexual harassment will not be tolerated within this practice

    • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot

    • Causing damage/stealing from the Practice's premises, staff or patients

    • Obtaining drugs and/or medical services fraudulently

    • We ask that you to treat all of our staff courteously at all times please.



Removal from the practice list

A good patient-doctor relationship is based on mutual respect and trust. This is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.


Patient Participation Group

The Practice strives to provide excellent healthcare. We welcome constructive feedback and suggestions to help shape our services to serve the needs of all of our patients. Our Patient Participation Group (PPG) meets at the practice quarterly to provide a forum for discussion about the practice.

If you are a patient registered at the practice, with a positive contribution to make, please join the group. Any patient aged 16 or over, can apply or be invited to become a member of the Group. We welcome applicants from all walks of life with the aim that the group will consist of a representative cross-section of our patients.

The aim of Manor and Park PPG is to work with as many different patients as possible and to make sure that the group is as fair representation of our entire patient population as possible. To join the PPG please ask the reception team for further information or ask to speak to our PPG coordinator Melanie Hawley.

We would like to know how we can improve our service to you and how you perceive our surgery and staff. Read more HERE

 


GP Earnings Notice:

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. The average pay for GPs working in Manor Park Medical Centre in the last financial year was £41,507 before tax and National Insurance. This is for 3 full time GPs and 1 part-time GP who worked in the practice for more than six months.


Privacy Notice

Manor and Park Group Practice

 

Data Protection Privacy Notice

INTRODUCTION

This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.

This privacy notice applies to personal information processed by or on behalf of the practice.

This Notice explains

  • Who we are, how we use your information and our Data Protection Officer
  • What kinds of personal information about you do we process?
  • What are the legal grounds for our processing of your personal information (including when we share it with others)?
  • What should you do if your personal information changes?
  • For how long your personal information is retained by us?
  • What are your rights under data protection laws?

In accordance with the applicable data protection legislation in the UK (The Data Protection Act 2018 and the UK General Data Protection Regulation (UKGDPR)) the practice responsible for your personal data is Manor and Park Group Practice.

This Notice describes how we collect, use, and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights

HOW WE USE YOUR INFORMATION AND THE LAW

Manor and Park Group Practice is known as the ‘Controller’ of the personal data you provide to us.

We will collect basic personal data about you which includes name, address, date of birth and contact details such as email and mobile number etc.

We will also collect sensitive confidential data known as “special category personal data”, in the form of health information, religious belief (if required in a healthcare setting) ethnicity, and sexual orientation through the delivery of services we provide to you and/or linked to your healthcare through other health providers or third parties.


 

WHY DO WE NEED YOUR INFORMATION?

The health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g., NHS Trust, GP Surgery, Walk-in Centre, etc.). These records help to provide you with the best possible healthcare.

NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Records which the Practice hold about you may include the following information:

  • Details about you, such as your address, carer, legal representative, emergency contact details
  • Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.
  • Notes and reports about your health
  • Details about your treatment and care
  • Results of investigations such as laboratory tests, x-rays etc
  • Relevant information from other health professionals, relatives or those who care for you

To ensure you receive the best possible care, your records are used to facilitate the care you receive. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information may be used within the GP practice for clinical audit to monitor the quality of the service provided.

HOW DO WE LAWFULLY USE YOUR DATA?

We need to know your personal, sensitive, and confidential data in order to provide you with Healthcare services as a General Practice, under the UK General Data Protection Regulation we will be lawfully using your information in accordance with:

Article 6, e) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller;”

Article 9, (h) processing is necessary for the purposes of preventive or occupational medicine, for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems

This Privacy Notice applies to the personal data of our patients and the data you have given us about your carers/family members.

Risk Stratification

Risk stratification data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a condition, preventing an unplanned or (re)admission and identifying a need for preventive intervention. Information about you is collected from several sources including NHS Trusts and from this GP Practice.

A risk score is then arrived at through an analysis of your de-identified information is only provided back to your GP as data controller in an identifiable form. Risk stratification enables your GP to focus on preventing ill health and not just the treatment of sickness. If necessary, your GP may be able to offer you additional services. Please note that you have the right to opt out of your data being used in this way – please see the section on Your Rights below.

Medicines Management

The Practice may conduct Medicines Management reviews of medications prescribed to its patients under a processing arrangement with the Medicines Management Team at Rotherham Clinical Commissioning Group. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up to date and cost-effective treatments.

 

HOW YOUR INFORMATION IS SHARED SO THAT THIS PRACTICE CAN MEET LEGAL REQUIREMENTS

The law requires the practice to share information from your medical records in certain circumstances. Under the UKGDPR we will be lawfully using your information in accordance with

 

Article 6(1)(c) – ‘processing is necessary for compliance with a legal obligation to which the controller is subject…’

 

Article 9(2)(h) – ‘processing is necessary for the purpose of preventative…medicine…the provision of health or social care or treatment or the management of health or social care systems and services...’

 

Information is shared so that the NHS or Public Health England can, for example:

 

  • plan and manage services
  • check that the care being provided is safe
  • prevent infectious diseases from spreading

 

We will share information with NHS Digital, the Care Quality Commission and local health protection team (or Public Health England) when the law requires us to do so. Please see below for more information.

We must also share your information if a court of law orders us to do so.

NHS Digital

NHS Digital is a national body which has legal responsibilities to collect information about health and social care services.

 

It collects information from across the NHS in England and provides reports on how the NHS is performing. These reports help to plan and improve services to patients.

 

This practice must comply with the law and will send data to NHS Digital, for example, when it is told to do so by the Secretary of State for Health or NHS England under the Health and Social Care Act 2012.

 

More information about NHS Digital and how it uses information can be found at:

https://digital.nhs.uk/home

 

https://digital.nhs.uk/data-and-information/data-collections-and-data-sets/data-collections/general-practice-data-for-planning-and-research/transparency-notice

 

This practice is supporting vital health and care planning and research by sharing your data with NHS Digital. For more information about this see the GP Practice Privacy Notice for General Practice Data for Planning and Research.

Care Quality Commission (CQC)

The CQC regulates health and social care services to ensure that safe care is provided.

The law says that we must report certain serious events to the CQC, for example, when patient safety has been put at risk.

For more information about the CQC see: http://www.cqc.org.uk/

Public Health

  • The law requires us to share data for public health reasons, for example to prevent the spread of infectious diseases or other diseases which threaten the health of the population.

 

  • We will report the relevant information to local health protection team or Public Health England.

 

For more information about Public Health England and disease reporting see: https://www.gov.uk/guidance/notifiable-diseases-and-causative-organisms-how-to-report

National screening programmes

The NHS provides national screening programmes so that certain diseases can be detected at an early stage.

These screening programmes include bowel cancer, breast cancer, cervical cancer, aortic aneurysms and a diabetic eye screening service.

The law allows us to share your contact information with Public Health England so that you can be invited to the relevant screening programme. The following sections of the UK GDPR allow us to contact patients for screening.

Article 6(1)(e) – ‘processing is necessary…in the exercise of official authority vested in the controller...’’

Article 9(2)(h) – ‘processing is necessary for the purpose of preventative…medicine…the provision of health or social care or treatment or the management of health or social care systems and services...’

For national screening programmes you can opt so that you no longer receive an invitation to a screening programme.

See: https://www.gov.uk/government/publications/opting-out-of-the-nhs-population-screening-programmes

More information can be found at: https://www.gov.uk/topic/population-screening-programmes or speak to the practice.

 

OUR COMMITMENT TO DATA PRIVACY AND CONFIDENTIALITY

We are committed to protecting your privacy and will only use information collected lawfully in accordance with:

  • Data Protection Act 2018
  • The UK General Data Protection Regulation
  • Human Rights Act 1998
  • Common Law Duty of Confidentiality
  • Health and Social Care Act 2012
  • NHS Codes of Confidentiality, Information Security and Records Management

 

In the circumstances where we are required to use personal identifiable information, we will only do this if:

  • The information is necessary for your direct healthcare, or
  • We have received explicit consent from you to use your information for a specific purpose, or
  • There is an overriding public interest in using the information:
    • In order to safeguard an individual,
    • To prevent a serious crime or in the case of Public Health or other emergencies, to protect the health and safety of others, or
  • There is a legal requirement that allows or compels us to use or provide information (e.g., a formal court order or legislation), or
  • We have permission from the Secretary of State for Health and Social Care to use certain confidential patient identifiable information when it is necessary for our work

Everyone working for the NHS has a legal and contractual duty to keep information about you confidential.

Our practice policy is to respect the privacy of our patients, their families and our staff and to maintain compliance with the UK General Data Protection Regulation (UKGDPR) and all UK specific Data Protection requirements. Our policy is to ensure all personal data related to our patients will be protected.

All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. The practice will, if required, sign a separate confidentiality agreement if the client deems it necessary. If a sub-contractor acts as a data processor an appropriate contract (art 24-28) will be established for the processing of your information.

Where information is held centrally and used for statistical purposes, we take strict measures to ensure that individual patients cannot be identified. Sometimes your information may be requested to be used for research purposes – the surgery will always gain your consent before releasing the information for this purpose in an identifiable format. In some circumstances you can Opt-out of the surgery sharing any of your information for research purposes – please see Your Rights section below.

 

WHERE YOUR CONSENT IS REQUIRED

We would like to use your name, contact details and email address to inform you of services that may benefit you, with your consent only. There may be occasions where authorised research facilities would like you to take part in innovations, research, improving services or identifying trends.

At any stage where we would like to use your data for anything other than the specified purposes and where there is no lawful requirement for us to share or process your data, we will ensure that you have the ability to consent and opt out prior to any data processing taking place.


This information is not shared with third parties or used for any marketing and you can withdraw your consent at any time via phone, email or by informing the practice DPO as below.

WHERE DO WE STORE YOUR INFORMATION?

All the personal data we hold is processed and stored in the UK. Your information will not be sent outside of the UK where the laws do not protect your privacy to the same extent as the law in the UK. We will never sell any information about you.

No third parties have access to your personal data unless the law allows them to do so and appropriate safeguards have been put in place.

WHO ARE OUR PARTNER ORGANISATIONS?

We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations:

  • NHS Trusts / Foundation Trusts
  • GPs
  • NHS Commissioning Support Units
  • Independent Contractors such as dentists, opticians, pharmacists
  • Private Sector Providers
  • Voluntary Sector Providers
  • Ambulance Trusts
  • Clinical Commissioning Groups
  • Social Care Services
  • NHS England (NHSE) and NHS Digital (NHSD)
  • Local Authorities
  • Education Services
  • Fire and Rescue Services
  • Police & Judicial Services
  • Voluntary Sector Providers
  • Private Sector Providers
  • Other ‘data processors’ which you will be informed of

We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to ensure information is kept confidential and secure. All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. If a sub-contractor acts as a data processor an appropriate contract (UKGDPR Article 24-28) will be established for the processing of your information.

HOW LONG WILL WE STORE YOUR INFORMATION?

We are required under UK law to keep your information and data for the full retention periods as specified by the NHS Records management code of practice for health and social care and national archives requirements.

More information on records retention can be found online at (https://digital.nhs.uk/article/1202/Records-Management-Code-of-Practice-for-Health-and-Social-Care-2016 )

YOUR RIGHTS

Under the UK General Data Protection Regulation all individuals have certain rights in relation to the information which the Practice holds about them. Not all rights apply equally to all our processing activity as certain rights are not available depending on the lawful basis for the processing. To get in touch about these, please contact us. We will seek to deal with your request without undue delay, and in any event in accordance with the requirements of any applicable laws. Please note that we may keep a record of your communications to help us resolve any issues which you raise.

Examples of where rights may not apply - where our lawful basis is:

 

  • Processing is necessary for the performance of a task carried out in the exercise of official authority vested in the controller - then rights of erasure, portability do not apply.
  • Legal Obligation - then rights of erasure, portability, objection, automated decision making and profiling do not apply.

 

If you require further detail each link below will take you to the Information Commissioner’s Office’s website where further detail is provided in section ‘When does the right apply’.

 

These rights are:

 

Under the NHS Constitution you have the right to privacy and to expect the NHS to keep your information confidential and secure.

 

You have the right to be informed about how your information is used.

 

Supporting these rights patients in England also have the right under the NHS Constitution to request that their personal confidential data is not used for reasons other than their individual care and treatment. The process for applying this right is called the ‘National Patient Data Opt-out’ this gives patients and the public the opportunity to make an informed choice about whether they wish their personally identifiable data to be used just for their individual care and treatment or also used for research and planning purposes.

 

 However, there are exemptions to this, the national patient data opt-out applies unless:

 

  • There is a mandatory legal requirement or an overriding public interest for the data to be shared e.g. Adults and Children safeguarding.

 

  • The opt-out does not apply when the individual has consented to the sharing of their data; or

 

  • Where the data is anonymised in line with the Information Commissioner’s Office (ICO) Code of Practice on Anonymisation.

 

To be compliant with the national data opt-out policy the Practice has put procedures in place to review uses or disclosures of confidential patient information against the national data opt-out operational policy guidance.

 

If you believe the Practice is using your personal information in a way you would object to or contrary to your National Patient Data Opt-Out request, you have the right to object and have your objections considered and where your wishes cannot be followed, to be told the reasons including the legal basis.

 

For further details of the national patient data opt out can be found here: https://www.nhs.uk/your-nhs-data-matters/

Access to your personal information

Data Subject Access Requests (DSAR): You have a right under the Data Protection legislation to request access to view or to obtain copies of what information the surgery holds about you and to have it amended should it be inaccurate. To request this, you need to do the following:

  • Your request should be made to the Practice – for information from the hospital you should write direct to them
  • There is no charge to have a copy of the information held about you
  • We are required to respond to you within one month
  • You will need to give adequate information (for example full name, address, date of birth, NHS number and details of your request) so that your identity can be verified, and your records located information we hold about you at any time.

WHAT SHOULD YOU DO IF YOUR PERSONAL INFORMATION CHANGES?

You should tell us so that we can update our records please contact the Practice Manager as soon as any of your details change, this is especially important for changes of address or contact details (such as your mobile phone number), the practice will from time to time ask you to confirm that the information we currently hold is accurate and up-to-date.

QUERIES/COMPLAINTS

Should you have any concerns about how your information is managed at the GP, please contact the GP Practice Manager or the Data Protection Officer. If you are still unhappy following a review by the GP practice, you have a right to lodge a complaint with a supervisory authority: You have a right to complain to the UK supervisory Authority as below.

 

Information Commissioner:

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 0303 1231113 or 01625 545745

https://ico.org.uk/

If you would like to know more about your rights in respect of the personal data we hold about you, please contact the Data Protection Officer as below.

DATA PROTECTION OFFICER

This Practice have appointed Caroline Million to be the designated Data Protection Officer.  She can be contacted on caroline.million@outlook.com

CHANGES

It is important to point out that we may amend this Privacy Notice from time to time. If you are dissatisfied with any aspect of our Privacy Notice, please contact the Practice Data Protection Officer.

COVID 19

A number of additional Privacy Notices have been added in relation to national activity related to the Covid 19 pandemic:

https://www.gov.uk/government/publications/privacy-notice-for-covid-19-response-activity/privacy-notice-for-covid-19-response-activity

SCR coronavirus (COVID-19) supplementary privacy notice - NHS Digital

 


Patients' Charter

You have a right to be treated as an individual and with courtesy and respect at all times, irrespective of your ethnic origin, religious beliefs, or the nature of your health problems.

You have a right to information about your own health. This may include:

Any illness and its treatment
Alternative forms of treatment
Possible side effects of treatment
Duration and development of the illness
Likelihood of recovery
How to prevent or avoid the illness recurring
Any other information you request unless you express a wish to the contrary.

You have a right to see your health records subject to limitations in law.

You have a right to see full information on the services we offer.

You are ultimately responsible for your own health and that of your children.

You should take advice from your practice to prevent ill health wherever possible. For example, you should avoid smoking and if you drink you should do so sensibly and in moderation.

Waiting lists to see specialists may be long. It is your responsibility to inform both the hospital and practice if you cannot keep or no longer need an appointment with a specialist. If you have been on an in-patient hospital waiting list for more than four months, you can ask to be referred to a Treatment Centre for treatment of problems such as arthritis of the hip, cataracts, hernias and varicose veins.

You have a right to a health check when joining the practice.

You have a right to request routine vaccinations and immunisations for yourself and your children.

You have a right to know the names of the doctors and other professional staff involved in your care.

A doctor can see many more patients within surgery times than during home visits. It is therefore your responsibility to come to the surgery for appointments unless you are prevented by serious illness or infirmity. When it is necessary to request a home visit please try and do so before 10.00am unless a genuine emergency arises later.

It is your responsibility to request an emergency visit, or an urgent appointment only when you think it is truly necessary.

You have a right to confidentiality.

Ongoing training of doctors is always necessary in general practice and this may sometimes take place during your consultation. Your co-operation in allowing this to be carried out helps to achieve better standards of practice.  You have a right to ask anyone present, other than your doctor, to leave during an examination. However, your co-operation would be appreciated in allowing this training to take place.

You have a right to expect the reception desk to be staffed in surgery or clinic hours by at least one receptionist and for the receptionist to treat patients with friendliness and courtesy at all times.

The practice operates a policy of 'zero tolerance' towards violent, abusive or threatening behaviour and any person behaving in this way can expect to be removed from the practice list.

The reception staff are usually very busy. If you need to phone the surgery please keep your phone call brief and avoid calling during peak morning times for non-urgent matters.

If you have had a hospital consultation, then enquiries regarding that consultation or resultant tests should be made directly to the hospital.

You have a right to a consultation with the doctor or practice nurse with in a timeframe appropriate for your medical condition. Patients will be offered a consultation for urgent cases within 24 hours.

A doctor's time is limited and he/she has many patients to see. It is your responsibility to be punctual and to remember that a consultation is for one person only. It is your responsibility to inform reception at the time of making your appointment if you are aware you will need a lengthy consultation.

Where an appointment has been made, you are responsible for keeping it or giving adequate notice to the practice that your wish to cancel, in order that the time may be made available to someone else.

If you have made an appointment to see the doctor, every effort will be made to keep to the appointment time. There will be occasions when you may have an additional wait, for example, when the doctor is called to away to deal with an emergency. You have the right to know why there has been a delay and to be given an estimate of the additional waiting time. During the course of any surgery there are some patients who need longer consultation because of the nature of their illness. Please remember this is when waiting to be seen and try to be understanding about unavoidable delays.

You have a right to receive the most appropriate care available which will be given by suitably qualified staff at your surgery. This includes being referred to a specialist where necessary.

You have a right to expect speedy referral to another doctor or health professional when deemed appropriate by your doctor. Urgent referral letters will be ready for dispatch within 24 hours. Non-urgent referral letters may take a little longer.

Waiting lists to see specialists may be long. It is your responsibility to inform both the hospital and practice if you cannot keep or no longer need an appointment with a specialist.

You have a right to receive an NHS prescription for regular medication you are taking when this medication is available on the NHS. Repeat prescriptions will be ready for collection in 48 hours. It is your responsibility to have prescriptions dispensed and to ensure that the instructions given by the doctor are followed and the whole course of medicine is taken. Please remember medicines are for the named patient. It is offence to obtain prescriptions on another persons name to avoid paying prescription charges and any person doing so is liable to prosecution.

You have the right to make suggestions or complain about the care and the services we offer without jeopardising your care. The Practice Team should be the first point of contact for suggestions and complaints.

You have the right to leave the practice list and register with another practice within the practice area. This process will be quick and easy.


Good General Practice has been based on good doctor and patient relationships requiring trust and mutual respect. It is important that this state of affairs should continue. We believe this is basic to good patient care.

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