Dr Morris' SurgeryTel: 0161 426 9020
Dr Owen and PartnersTel: 0161 426 9000
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. A leaflet entitled “Confidentiality of your Health Records” is available in the Health Centre. Please ask at reception if you would like a copy.
We aim to treat our patients courteously at all times and expect our patients to treat staff in a similarly respectful way. 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 their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients
The practice operates a “paperless” system. This means that your medical information is recorded in our clinical computer system. The practice adheres to the appropriate statutory Acts (e.g. Data Protection Act 1998, Freedom of Information Act 2000). We also abide by the Caldicott principles regarding the confidentiality and use of patient information.
If you would like further information on any of the above please contact the Practice Manager. Publication Scheme (Freedom of Information Act 2000) A copy of our Publication Scheme can be found by going to: - and by following the links or by asking at reception
The practice aims to give 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 with - your GP, our practice manager or our reception staff will be happy to help you. 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 Stockport Primary Care Trust, Regent House, Heaton Lane, Stockport, SK4 1BS.
The PCT also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints. To speak to a PALS officer ring 0161 426 5888.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
Full Complaints Policy 2018
Safeguarding Looked After Children Policy
Heald Green Health Centre strives to provide high quality medical services in a health service environment that makes great demands on our resources.
Appointments with our GPs and Nurses are much sought after. If for any reason you are unable to keep your appointment we would ask you to inform the surgery as soon as possible so that the appointment can be offered to another patient. Help us to help someone else.
A record is kept of all failed attendances and these are reviewed regularly. Where it is felt that the Doctor/patient relationship has broken down irretrievably the appropriate action will be taken to allow us to deliver a service within our resources. Regrettably, this means the removal of a patient from our list
Full Zero Tolerance Policy
This policy sets out guidance for the use of chaperones and the procedures that are in place for intimate consultations, examinations, clinical procedures and investigations. All medical consultations, examinations and investigations are potentially distressing. All GP Practices that have direct contact with patients are required to have a chaperone policy in place for the benefit and safety of both patients and staff.
It is good practice for all staff to offer all patients a chaperone for all intimate consultations, examinations or procedures where the patient feels one is necessary.
A chaperone is present as a safeguard for all parties and is a witness to continuing consent of the procedure, particularly where this involves "intimate examinations" relating to the breasts, genitalia and rectum and applies to both genders.
The concept of an open approach to communication of patient safety incidents to patients, families and carers was first introduced into the NHS in 2005, and was further reviewed in 2008.
An updated “Being Open” guidance has now been issued to build on this along with a Patient Safety Alert dated 19th November 2009 which outlines actions required by the NHS. NPSA/2009/PSA003
An open dialogue with patients or their representatives following an incident can ease the impact, stress and concern. An effective method of formalised, honest, timely and open communication with patients, their families and carers is a vital part of the process of dealing with patient safety incidents in healthcare, helping patients to accept mistakes and medical errors and reach a state of forgiveness more readily.
Being Open Policy
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