Practice Policies & Patient Information
Practice Policies
Accountable GP
From 1st April 2015, practices have been required to allocate all patients (including children) with a named accountable GP.
The named accountable GP for The Beeches Medical Centre is Dr Wijethilleke.
The named GP is responsible for the coordination and delivery of all appropriate services, where required based on clinical judgement, to each of their patients.
- Patients do not need to see their named GP when they book an appointment with the practice.
- Patients are entitled to choose to see any GP or nurse in the practice.
Complaints Procedure
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at The Beeches Medical Centre.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaint’s manager.
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
NHS Lancashire and South Cumbria Integrated Care Board
Telephone: 0800 032 2424
Email: mlcsu.lscpatientexperience@nhs.net
Or in writing to:
NHS Lancashire and South Cumbria ICB
Jubilee House,
Lancashire Business Park
Leyland,
PR26 6TR
A complaint can be made verbally or in writing. A complaints form is available from reception to help with this.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will acknowledge all written complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
The Beeches Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
The Beeches Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
The Beeches Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
The Beeches Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Further action
If you are dissatisfied with the outcome of your complaint from either this organisation or the ICB, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at:
Citygate, 47 – 51 Mosley Street,
MANCHESTER,
M2 3HQ
Tel: 0345 015 4033
www.ombudsman.org.uk
Complaints procedure
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at The Beeches Medical Centre.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaint’s manager.
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
NHS Lancashire and South Cumbria Integrated Care Board
Telephone: 0800 032 2424
Email: mlcsu.lscpatientexperience@nhs.net
Or in writing to:
NHS Lancashire and South Cumbria ICB
Jubilee House, Lancashire Business Park
Leyland, PR26 6TR
A complaint can be made verbally or in writing. A complaints form is available from reception to help with this.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will acknowledge all written complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
The Beeches Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
The Beeches Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
The Beeches Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
The Beeches Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Further action
If you are dissatisfied with the outcome of your complaint from either this organisation or the ICB, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at:
Citygate, 47 – 51 Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033
Confidentiality
Reception staff, along with anyone working with the practice, are bound by confidentiality rules.
Any information given by you is treated in the strictest of confidence.
How we use your information
We take your privacy seriously. This page explains how we use your personal and medical information, when it may be shared, and the choices you have.
Your information is used first and foremost to provide you with safe and effective care.
Your information and your care
When you register with us and receive care, we collect information such as:
- Your contact details
- Details about your health, treatments and test results
- Information shared with us by other healthcare professionals involved in your care
This information helps doctors, nurses and other healthcare staff provide you with the right care at the right time.
When your information may be shared
Sometimes we are legally required to share information, or it is necessary to:
- Provide your direct care
- Keep you and others safe
- Plan and improve NHS services
- Monitor quality and outcomes
- Support health research
We only share information where there is a legal basis, and we always aim to share the minimum necessary.
Research, audit and service planning (including OpenSAFELY)
To help improve healthcare services, GP data may sometimes be used for research, clinical audit, service evaluation and health planning. This may include the use of secure NHS systems such as OpenSAFELY.
What is OpenSAFELY?
OpenSAFELY is a highly secure NHS data platform that allows approved researchers to analyse GP data safely.
- Your GP practice remains responsible for your data
- Information used is pseudonymised (details that identify you, such as your name or NHS number, are removed and replaced with a code)
- Researchers cannot see who you are
- Only approved users are allowed access
- Strict security and governance controls are in place
This work helps the NHS to understand health conditions, improve treatments and plan better services. More information about OpenSAFELY is available at: https://www.opensafely.org/about
Your rights
You have the right to:
- Access your medical records
- Ask for incorrect information to be corrected
- Object to certain uses of your information
- Ask questions about how your data is used
If you have any concerns or would like more information, please contact the practice.
Full Privacy Notice
This page provides a summary to make things easier to understand.
You can read our full legal Privacy Notice, which explains in detail:
- How your information is used
- Who it may be shared with
- The legal basis for processing
- How long information is kept
Need more help?
If you have any questions about how your information is used, please:
- Speak to a member of the practice team
- Ask to speak to the Practice Manager
We are happy to help.
How we use your Information
We take your privacy seriously. This page explains how we use your personal and medical information, when it may be shared, and the choices you have.
Your information is used first and foremost to provide you with safe and effective care.
Your information and your care
When you register with us and receive care, we collect information such as:
- Your contact details
- Details about your health, treatments and test results
- Information shared with us by other healthcare professionals involved in your care
This information helps doctors, nurses and other healthcare staff provide you with the right care at the right time.
When your information may be shared
Sometimes we are legally required to share information, or it is necessary to:
- Provide your direct care
- Keep you and others safe
- Plan and improve NHS services
- Monitor quality and outcomes
- Support health research
We only share information where there is a legal basis, and we always aim to share the minimum necessary.
Research, audit and service planning (including OpenSAFELY)
To help improve healthcare services, GP data may sometimes be used for research, clinical audit, service evaluation and health planning. This may include the use of secure NHS systems such as OpenSAFELY.
What is OpenSAFELY?
OpenSAFELY is a highly secure NHS data platform that allows approved researchers to analyse GP data safely.
- Your GP practice remains responsible for your data
- Information used is pseudonymised (details that identify you, such as your name or NHS number, are removed and replaced with a code)
- Researchers cannot see who you are
- Only approved users are allowed access
- Strict security and governance controls are in place
This work helps the NHS to understand health conditions, improve treatments and plan better services.
More information about OpenSAFELY is available at: https://www.opensafely.org/about
Your rights
You have the right to:
- Access your medical records
- Ask for incorrect information to be corrected
- Object to certain uses of your information
- Ask questions about how your data is used
If you have any concerns or would like more information, please contact the practice.
Practice Charter Standards
Practice Standards and Commitments
- Equality & Diversity
Treat people equitably in line with the practice’s Equality & Diversity Policy. - Same-Day Appointments
- Offer a same-day appointment to children.
- Offer a same-day appointment if the patient feels their need is urgent.
- Private Work Requests
Process all private work requests within 14 working days. - Subject Access Requests
Process subject access requests within 30 working days. - Repeat Prescriptions
Process repeat prescription requests within 2 working days. - Equitable Access
Offer equitable access to our services to all patients. - Complaints Handling
- Acknowledge all complaints within 24 hours of receipt.
- Provide a formal response within 30 working days.
- Collaboration with Primary Care Network
Work effectively with our Primary Care Network to promote the health and well-being of the local population. - Staff Well-being & Transparency
Focus on staff health and well-being, and promote transparency within our team.
Our Requests to Patients
- You are responsible for your own health. We will provide medical advice. Please act upon it.
- Treat the practice staff with courtesy and respect at all times.
- To attend surgery whenever possible rather than requesting a home visit.
- To keep the surgery informed of good/bad aspects of its service.
- To order repeat medications on time and allow 2 working days to process.
- To work with our receptionists to ensure patients are signposted to the correct service person, time, etc. To maintain health by attending screening services when invited.
- To attend all appointments as far as possible and to cancel so they can be given to another patient.
- To protect NHS resources by accessing additional services that may be more appropriate than a GP.
We Endeavor
To work on within an appointment system, to provide an approximate time that a clinician will see/speak to the patient, to provide an explanation for any waiting times that run beyond 20 minutes, and to answer all telephone calls within 3 rings.
Our Requests to Patients
- You are responsible for your own health. We will provide medical advice. Please act upon it.
- Treat the practice staff with courtesy and respect at all times.
- To attend surgery whenever possible rather than requesting a home visit.
- To keep the surgery informed of good/bad aspects of its service.
- To order repeat medications on time and allow 2 working days to process.
- To work with our receptionists to ensure patients are signposted to the correct service person, time, etc.
- To maintain health by attending screening services when invited.
- To attend all appointments as far as possible and to cancel so they can be given to another patient.
- To protect NHS resources by accessing additional services that may be more appropriate than a GP.