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Practice Information Telephone Advice All the doctors are willing to take telephone conversations. Please ring the surgery if you do need telephone advice and the receptionist will tell you the best time to speak to the doctor on call. If you wish to speak to another doctor you may be asked to give a contact number and the doctor may call you later when it is convenient. Computer & Confidentiality In each consulting room there is a computer and a printer. Any information on the computer is confidential between yourself and the doctors. The computer is designed to improve on the running of the practice, to help patient care and it also provides fast retrieval of important details. The practice is registered under The Data Protection Act of 1984. All the practice team are strictly bound by the rules of confidentiality and privacy. Facilities for the Disabled We are pleased to offer good facilities for disabled patients. Wheelchair access is through the front door. The whole ground floor allows wheelchair movement. Two consulting rooms and our treatment rooms are on the ground floor. A disabled patients’ toilet is provided on the ground floor with rail. We also have a stair lift to allow patient access to upstairs consulting rooms; you will have supervision at all times when using this. Suggestions and Concerns Our practice values its reputation. Suggestions for improvements of the services we offer are welcome and can be left in a collection box near the waiting area. We always try to give you the best service possible, but there may be times when you feel this has not happened. Practice Complaints Procedure If you are not happy about the service we are able to deal with questions of legal liability or compensation. We hope you will allow us to look into, and put right any problems you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to ask Morecambe Bay Health Authority to intervene if you so wish. Please note that we have to respect our duty of confidentiality to patients. A patient’s consent will be necessary if a complaint is not made by that patient in person. If you feel you have a complaint you should write to to Miss Vicky Jameson, who will take details of your problem and ensure that your concerns are dealt with promptly. We think it is important to deal with all your concerns swiftly. We will acknowledge your letter within two working days and you will normally be offered an appointment to meet and discuss matters within ten working days. Occasionally, if we have to make a number of enquiries, it may take a little longer, but we will keep you informed. You may bring a friend or relative with you to the meeting. We will try and address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that you will feel satisfied that we have dealt with the matter thoroughly. However, if you are not happy, we will direct you to the appropriate authorities. |