PRACTICE CHARTER

COMPLAINTS

Lytham Road Health Centre 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. The PCT also operates a customer care team, which can often help resolve any problems before they become formal complaints.

To speak to a customer careofficer, ring 01253 651270.

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.

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.

SPECIALIST AND HOSPITAL CARE

If a GP or another member of our health care team believes you need hospital treatment or specialist care elsewhere, they will ask you where and when you would like to go.

The doctor will then refer you to the consultant of your choice or the consultant with the shortest waiting list.

The practice will be able to book your appointment electronically from the surgery while you wait.

If you would prefer to have some time to think before deciding where and when to have treatment, you will be offered the option of calling the practice later and we will be able to book your appointment then.