The practice complies with General Data Protection Regulation legislation 2018.
GDPR Personal Data
Freedom to Speak
Raising a concern
If you are a member of the public:
- If your concern is about the care you have received or that of a loved one, we recommend that you should always speak directly to the practice about this in the first instance. However, if you feel this is not possible or you do not wish to do so then you can raise a concern by contacting the CCGs’ customer care team via email to [email protected] or call 01772 214602 or 01772 214601 - please note that calls to these numbers will be recorded for training and monitoring purposes.
Alternatively, you can also contact the Care Quality Commission, the independent regulator for all adult health and care services in England. Find out how to do this here
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:
Duty Complaints Manager
Sara Heywood - Practice Business Manager
Longton Health Centre has produced a Complaints leaflet which is available from reception upon request - please note due to COVID19 we are trying to reduce paper handling and encouraging viewing digitally where possible and encouraging patients to download themselves
Patient Complaint Leaflet
Patient Complaint Procedure
More information can be found on the NHS Website
If you wish further advice please contact PALS (Patient Advice and Liaison Service)
As a practice we must continue to follow the strict infection, prevention and control measures to limit the risk of the virus to you as patients and to our staff. This means that where possible our staff and clinicians will remotely triage and assess your needs before determining if a face-to-face appointment is required. If your needs can be met safely via the telephone or video consultation then this will take place. If a clinician feels you require a face-to-face appointment then this will be arranged. We have been operating in this way since the start of the pandemic in order to continuing providing all patients with access to our services.
The current pandemic situation is challenging for everyone in different ways and we appreciate that the situation we all find ourselves in can be frustrating sometimes. Unfortunately a number of our staff have recently experienced foul and abusive language or behaviour from a minority of patients. This is not acceptable and we will not tolerate this sort of behaviour towards our staff – all of whom continue to work tirelessly during this pandemic. In line with our zero tolerance policy, if you are found to be abusive towards members of staff then appropriate action will be taken
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 Duty Manager/GP Partners 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 Duty Manager/GP Partners. 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 Duty Manager/GP Partners will discuss the incident 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.
RECEPTION TEAM & CALL RECORDING
Please note our reception team run a very busy service.
Our team wear headsets and are taking calls and working from the computers
Please note that calls are recorded for training and monitoring purposes
For privacy purposes and due to COVID19 please stand away from the main entrance door and phone all enquiries through to the practice where possible
This GP Practice, as the data controller may collect personal information from visitors to this site. This information is used only to respond to enquiries, monitor site usage and to enhance the use of certain technologies – such as activity based information.
Cookies and logging of IP addresses are used to enable the GP Practice to monitor site traffic and repeat visitor statistics. Statistics will not include information that can be used to identify any individual.
The GP Practice will at all times comply with the requirements of the General Data Protection Regulations 2018.
Use of Personal Information Provided by the User
Where personal information (e.g. name, address, telephone number etc) is provided to the GP Practice via its website for whatever purpose (e.g. registration, survey, feedback), it is made clear to the individual what the information collected will be used for and who it will be provided to. The GP Practice will only use the information collected for the stated purpose.
At this current time, any personal information provided, is only used by the GP Practice. It will not sell, trade, provide or rent personal information to third parties. Specific personal information will be released where the NHS is required to do so by law, e.g. court order. Transfer of data will be done so on the express permission of the supplying individual.
The GP Practice may amend this policy from time to time. If substantial changes are made to the way in which the practice obtains and uses your personal information the website will show prominently any announcement to this effect.