COMPLAINTS, COMPLIMENTS AND COMMENTS
Should you wish to make a complaint please contact the practice manager, who will investigate your complaint. If we are unable to resolve your complaint through our practice procedure you may contact the complaints team at Liverpool PCT. We have a suggestion box in reception and would appreciate your comments.
A GP registrar is a fully qualified and experienced doctor who is undertaking supervised, specialist training to become a GP. The principal GP/Trainer in the practice is Dr Moulton. We also have fourth year student doctors one a day a week at the practice.
REGISTERING AS A PATIENT
Patients who wish to register must live in the practice area Liverpool 24. The practice will refuse an application to join its list if you do not reside in our area. We will not refuse to accept you on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition. If you request to register with the practice you are required to have a new patient health check. Until you have had this you will not be registered with the practice.
Appointments are available Monday to Friday. You have the right to ask for a specific Doctor/ Nurse. However, whilst every effort will be made meet such requests, each individual Doctor/ Nurse’s appointments may vary due to availability. Generally, appointments are available to book between 8.30am – 11.50am and 1.00pm – 5.50pm. The practice also offers pre-bookable appointments, which can be booked up to two weeks in advance.
A selection of appointments can be booked online using the Patient Access service. Patients can use Patient Access from a PC or a wide range of devices, for example a mobile phone. If you want to start using this service. Please enquire at reception.
The practice offers telephone consultations if you do not need to be examined by the doctor.
The practice also offers pre-bookable appointments which can be booked up to two weeks in advance.
We believe that most problems are better dealt with at the practice if at all possible, but we are always pleased to see our patients at home if they are too ill or infirm to visit the practice. Please telephone the surgery before 10.00am if you feel you require a home visit.
The practice does not accept prescription requests over the telephone. Requests must be made by hand or post. Please use repeat order form attached to your last prescription. Prescriptions will be available within 48 hours of being requested.
Medical certificates are only required if you have been absent from work for more than seven consecutive days, anything less than this you will need a self certification form (SC2) available from the practice or the post office/social security office. Please note that any requests for medical certificates are at the discretion of the doctor.
OUT OF HOURS
We are closed between the hours of 6.30pm and 8.00am, weekends and on bank holidays. There is an emergency doctor service available commissioned by Liverpool Primary Care Trust, Urgent Care 24 (UC24) contact number 0151 220 3685 or alternatively you can contact the NHS 111 service on 111.
To keep lines free for appointments/emergencies if you have a general enquiry (e.g. test results) please ring after 11.00am.
The practice records the majority of the information it obtains about patients in a computerised record. The system used by the practice is part of the NHS National Program for IT (NPfIT). Access to patient identifiable information is strictly controlled by local and national confidentiality controls. Access is only allowed to people directly involved in their care.
ACCESS TO YOUR MEDICAL RECORD
All patients have the right to see what is kept on their medical record. If you want to view your record, please make a written request to the practice manager. You are also entitled to receive a copy of the information you have seen, please note that a small charge may be made for the administration and time involved. Should your doctor decide that seeing your records may put your health at risk, you may only be shown part of your records or your request may be declined.
The practice takes confidentiality very seriously and maintains strict controls over access to information. Please contact the practice manager if you have any concerns over the management of your confidential information.
VIOLENCE AND AGGRESSION
The partners at the practice re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that causes hurt, alarm, damage or distress. Appropriate action will be taken by the practice which may involve removal from the practice list and/or involvement of the police.
REMOVAL FROM THE PRACTICE
If you move out of our practice area you need to register with a more local practice. This is to ensure that you have continuing care if a home visit or other service input is required. Failure to comply may result in you being removed from the practice list.
We aim to maintain a high standard of care and with over 6,000 patients registered at the practice it is necessary for all patients to work with us. You should always notify the surgery should you need to cancel or re-arrange your appointment as soon as you are aware you cannot attend to allow re-booking for our other patients.
We expect patients to extend to staff the same courtesy that is shown to you