Practice Charter

Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure.
It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.
This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.
You have a right to know what information we hold about you.
If you would like to see your records, please call our practice manager at Lytham Road Health Centre or St. Mary's Surgery.

Patients With Particular Needs

Each of our surgeries is accessible to patients using a wheelchair.
We also have two parking spaces outside our practice at Lytham Road Health Centre, which are reserved for patients displaying a disabled sticker.
For patients with hearing problems, we have special hearing loop facilities at reception.

Complaints

Stonyhill Medical Practice aims to deliver a friendly and professional service to all our patients.
However, if you have any concerns about any aspect of our service, please let us know.
Speak to whomever you feel most comfortable - your GP, our practice manager or our reception staff will be happy to help. In the majority of cases, concerns can be resolved quite easily.
However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at Blackpool PCT (address as above). The PCT also operates a Customer Care Team, who can often help resolve any problems before they become formal complaints.
To speak to a Customer Care Officer, ring 01253 651270.

Zero Tolerance

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.
We operate a zero tolerance policy.
We take seriously any threatening, abusive or violent behaviour against any of our staff or patients.
If a patient is violent or abusive, they will be warned to stop such behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

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 scheme is available from reception.

Other local NHS services

As well as our practice, there are many other local NHS services you can contact for health advice, information or treatment. Before you do, remember that you can treat many minor ailments such as colds, coughs and indigestion by keeping a well-stocked medicine cabinet at home. We suggest you keep the following:

• Paracetamol and aspirin (children under 16 and people with asthma should not take aspirin)
• Mild laxatives
• Anti-diarrhoeal medicines
• Rehydration mixture
• Indigestion remedy (for example, antacids)
• Travel sickness tablets
• Sunscreen - SPF15 or higher
• Sunburn treatment (for example, calamine)
• Tweezers and sharp scissors
• A thermometer
• A selection of plasters, non-absorbent cotton wool, elastic bandages and dressings.

Remember ...

• Keep the medicine chest in a secure, locked place out of reach of small children.
• Always read the instructions and use the suggested dose.
• Watch expiry dates - don't keep or use medicines past their sell-by date.
• Take all unwanted and out-of-date medicines back to the pharmacy.

Your Local Pharmacist

Your local pharmacist will be able to give you free health advice and treat minor ailments at any time - you don't need an appointment. Many pharmacies operate extended hours on a rota basis. Call NHS Direct for details on 0845 4647.

Blackpool NHS Walk-in Centre

You can also see an experienced nurse for treatment of minor injuries, illnesses, blood tests and cervical smears, seven days a week, 8.00am - 9.00pm (Monday - Saturday), 9.00am - 8.00pm (Sundays and Bank Holidays) at Blackpool NHS Walk-in Centre, Talbot Road, Blackpool.
The Walk-in Centre will shortly be relocating to Whitegate Drive Primary Care Centre.
You do not need an appointment.

NHS Direct

NHS Direct offers free expert health information and advice 24 hours a day on 0845 4647 or at their website, www.nhsdirect.nhs.uk which also offers an enquiry service. For deaf people and those hard of hearing, a telephone service is available on 0845 606 4647.
If English is not your preferred language, you can choose to use a confidential translation service.

Accident And Emergency 999

Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest accident and emergency department or call 999.
Accident and emergency departments are open 24 hours a day, 365 days a year and can assess serious injuries and provide emergency treatment.