Practice Policies & Patient Information
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge.
No information will be released without the patient consent unless we are legally obliged to do so.
Complaints and Suggestions
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Complaints and Suggestions
To make a complaint to NHS Cheshire and Merseyside Integrated Care Board (ICB), you can contact their Patient Advice and Complaints Team via phone, email, or post. You can also raise concerns with the service provider directly or through the Patient Advice and Liaison Service (PALS).Here’s how you can complain:
- Contact the NHS Cheshire and Merseyside ICB
- By Phone: 0800 132 996.
- By Email: enquiries@cheshireandmerseyside.nhs.uk.
- By Post: Patient Advice and Complaints Team,
No 1 Lakeside,
920 Centre Park Square,
Warrington,
WA1 1QY
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public.
All requests for such information should be made to the practice manager.
GDPR (General Data Protection Regulations)
This practice is supporting vital health and care planning and research by sharing your data with NHS Digital. For more information about this including how to “Opt Out” see the GP Practice Privacy Notice for General Practice Data for Planning and Research.
The General Data Protection Regulation (GDPR) came into force from 25th May 2018, This new regulation has been introduced to strengthen data protection for individuals within the EU. This Practice has taken steps to ensure compliance with the new regulation so that your information is held securely and is available when your health care professionals need it in connection with your care and treatment.
GP Net Earnings
All GP Practices are required to declare mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in Primrose Medical Practice in the 2020/2021 financial year was £49,498 before tax and National Insurance.
This is for 1 full-time GP and 2 locum GPs who worked in the practice for more than six months.
Patient Charter
Our Patient Charter sets out what you can expect from us — and what we ask of our patients in return. It helps us work together so we can provide the best possible care for everyone.
We ask that you
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- Treat all staff and other patients with courtesy and respect.
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- Use appointments responsibly and let us know as soon as possible if you are unable to attend.
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- Provide accurate and up-to-date information about your health and personal details.
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- Follow medical advice and prescribed treatment, or discuss any concerns with us.
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- Use NHS resources wisely so that we can care for everyone who needs us.
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- Be patient and understanding – demand for NHS services is high, and we will always do our best to help.
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- Give us constructive feedback to help us improve our services.
Working together
This charter is a two-way agreement. By working together with mutual respect and understanding, we can ensure the best possible care and experience for all our patients.
If you need this information in another format (large print, easy-read, different language), please contact the practice reception and we will do our best to help.
For full national guidance, is available on the NHS England patient information page: https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had. Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed. This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you. Only healthcare staff involved in your care can see your Summary Care Record. Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by asking your GP. No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. For further information visit the NHS Care records website.Why do I need a Summary Care Record?
Who can see it?
How do I know if I have one?
Do I have to have one?
More Information
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.
In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.