Practice Charter
Comments & Complaints
Any complaints or grievances regarding the surgery or the service provided by the staff should be put in writing to the practice manager or Dr P L Pathak.
If you feel that your complaint has not been adequately dealt with you may contact the Patient Advice & Liaison Service Team:
PALS Team
Newton House
Newton Silk Mill
Holyoak Street
Newton Heath
Manchester M40 1HA
For more information phone NHS Direct on 0845 46 47.
All those employed in the National Health Service have a legal duty to keep all information regarding a patient, strictly confidential.
We only ever use any information if it is in the interest or may benefit the patient.
We are unable to discuss any information with relatives, friends or carers without the patient's consent.
Any other service or organisation who requests information from us, is also under a legal duty to keep it confidential. If you agree, your relatives, friends or carers will be kept up to date with the progress of your treatment.
We are registered with the Data Protection register which is under the Data Protection Act 1998.
A patient may have access to their medical records in accordance with the Access to Health Records Act 1990. Ask at reception for a leaflet, which will explain how to make such a request.
Should you have any concerns, please let us know; we are here to help.
We are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone present ie a member of staff.
Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However, occasionally it may be necessary to reschedule your appointment.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the practice manager.
Aggressive Or Abusive Patients
It has become necessary for the health centre to introduce a Zero Tolerance Policy for aggressive or abusive patients.
Any patient verbally abusing health centre staff/doctors will be informed that the incident will be recorded in the Incident Book. This information is then passed on to NHS Manchester.
Any further episodes will result in immediate removal from the GP’s list.
Translation/Interpreter Service
The surgery has many bilingual staff operating within the practice who will be happy to help you upon request.
The practice is also able to book interpreters for the languages that are not spoken by the staff.
You must inform the receptionist when booking your appointment if you require an interpreter.
It may in some cases be impossible to get interpreters at short notice; you are therefore advised to bring an English-speaking representative in emergencies.
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.
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