The practice complies with General Data Protection Regulation legislation 2018.
GDPR Personal Data
FREEDOM OF INFORMATION - PUBLICATION SCHEME
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 leaflet is available from reception
We aim to provide a high quality service to our patients and welcome feedback and suggestions for improving our systems.
A structured complaints procedure has been established following NHS guidelines and if you are unhappy with any aspect of our services and /or your treatment at the surgery then please contact in the first instance:
Sara Heywood - Deputy Practice Manager / Complaints Manager
Sharon Byrne - Reception Manager / Deputy Complaints Manager
or please do not hesitate to contact
Wendy McNeice - Practice Manager/ Business Partner
who will be happy to listen to your feedback.
Longton Health Centre has produced a Complaints leaflet which is available from reception and also in the waiting room
Patient Complaint Leaflet
Patient Complaint Procedure
More information can be found on the NHs Website
Medical Zero Tolerance
The practice considers aggressive behaviour to be any personal, abusive and aggressive comments, foul language, physical contact and aggressive gestures.
No abuse of staff is acceptable whether verbal or physical.
All abuse will be reported to the Practice Manager/Business Partner who will keep a log of all incidents.
PHYSICAL abuse of any of our staff will be reported to the police. The patient will then be removed IMMEDIATELY from the practice list.
Primary Care Support England are responsible for assisting the patient to find a new doctor.
VERBAL abuse, harassment, whether in person or on the telephone, or through electronic medium, will be reported to the Practice Manager/Business Partner and entered into the log. Verbal abuse or harassment can take many forms and for the purpose of this policy applies to any behaviour of this nature towards the GP's and staff at the surgery or comments made about the surgery.
If appropriate the Practice Manager/Business Partner will discuss the incident with the GPs and a formal letter will be sent to the patient. If a patient's name appears more than once in the log book a letter will be sent informing the patient that any further abusive behaviour will result in removal from the list. On the third occasion, the patient will be removed from the list immediately and a letter will be sent confirming this.
FRONT DESK RECEPTION TEAM
& CALL RECORDING
Please note our reception team run a very busy service. They wear headsets and may be taking calls and working from the computers.
Please note that all calls are recorded for training and monitoring purposes
For privacy purposes please stand away from the front desk until the next receptionist becomes available
If you wish to speak privately to a receptionist please let us know or you can complete a privacy slip and hand it to a member of the reception team
Thank you for your patience