We aim to provide the best possible service to our patients but this can only be done in an environment of co-operation and trust.
You have a right to expect from us:
- To be treated with courtesy and respect by all practice staff.
- Privacy and Confidentiality - everyone working for the NHS has a legal obligation to maintain a patients privacy and confidentiality.
- Referral to a specialist or second opinion if you and your GP agree.
- Receive appropriate drugs and medication.
- The right to see your medical records - subject to the limitations of the law.
We have a right to expect you to:
- Treat practice staff with the same courtesy and respect you expect.
- Attend appointments on time or cancel if they are no longer required.
- Inform us of up to date information regarding changes of name, address or telephone number.
The practice is registered with the CQC. Click here to see our registration details.
We also have a Statement of Purpose which is available on request from the Practice Manager.
Dr Marcus Jacobs is the practice lead for all CQC outcomes and all of the five CQC areas (safe, effective, caring, responsive & well-led care). His deputy is Jacci Rowley the Practice Manager.
We utilise an electronic system for transferring patient records to and from other GP surgeries called GP2GP.
GP2GP enables patients' electronic health records to be transferred directly and securely between GP practices. It improves patient care as GP's will usually have full and detailed medical records available to them for a new patient's first consultation.
Bloods and X-rays
Bloods can be taken at either the Health Centre or Chorley Hospital.
Blood clinics at the Health Centre are run on a Monday and Friday morning and need to be booked in advance via reception.
Blood tests at the Outpatient Department at Chorley Hospital is a drop-in service available Monday to Friday, 8.30am to 4.30pm. No appointment is required.
Fasting blood tests require you to have nothing to eat or drink from 10pm the night before the test.
X-rays can be booked by ringing the phone number on the back of the x-ray card. If it is a chest x-ray request the card can be taken directly to the x-ray department at Chorley Hospital Monday to Friday, 9.00am to 5.00pm. No appointment is required.
Blood test results can take anything from a few hours to a couple of weeks to return to the surgery depending upon the test.
X-ray reports usually take 2 weeks to come back to the surgery. If you have booked an appointment specifically to discuss the results of an x-ray report it is sensible to contact the surgery the day before your appointment to check that the report has been received and avoid a wasted appointment.
If you have a mobile number please make sure this is registered with the practice so we can send you notification of results. If you change your mobile number please make sure you update it with the practice.
If you have any concerns about a message you receive please contact reception for more information.
If you have been advised to make an appointment to discuss the results of a blood or x-ray result please do make an appointment for review.
If you have had a blood test and not received a result within 2 weeks or an x-ray and not received a result within 4 weeks please contact reception to ensure we have received the results at the surgery.
Access to your medical records
You have a right to see your medical records if you wish. Please ask at reception if you would like further details or click here to see our leaflet. An appointment will be required. In most circumstances a fee will be payable.
Interpretation & Translation Services
The practice will ensure that an interpreter or other form of translation service is available for all patients who need these services. Please enquire at reception prior to your appointment so this service can be arranged.
Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. Your medical history is recorded on computer system and in paper records which are accessed by authorised users only. Identifiable patient information will only be shared within the practice team and, in the case of referral, to the clinician to whom the patient is referred. Disclosure of identifiable patient information to any other outside agencies will only be made after receiving written permission from the patient.
Children under 16 can give their own consent if the medical practitioner attending the child considers the child capable of understanding the nature and possible consequences of the procedure or treatment. If the child is judged capable, the practitioner must seek the consent of the child rather than of the parent.
Click here to see our full consent policy
We do try to provide you with the best services possible but realise that on occasion you may not feel this has happened. We have an in-house complaints procedure. If you have any complaint regarding any member of the staff, doctors, or about any other service we provide, please contact the Practice Manager - Mrs Jacci Rowley who will be pleased to help in any way possible.
Click here to see our complaints leaflet.
In our practice we regularly monitor all aspects of the service that we provide so we are more than happy to receive all feedback whether it be positive or negative.
The practice has an infection control policy in place which is reviewed on a regular basis. If you are concerned about any areas of infection control please contact the Practice Manager.
Removal of Patients
The practice has in place guidelines for the removal of patients from its list. These guidelines cover situations involving violence, abuse, crime and deception, moving out of the practice area, failure to attend appointments, breakdown of doctor / patient relationship etc.