Adelaide Street Family Practice

The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other's needs and co-operation between us.

Our Responsibility To You:

• You will be greeted courteously


• You have a right to confidentiality


• You have the right to see your medical records subject to the limitations of the law


• You will be seen the same day if your problem is urgent


• You will be seen by your own doctor whenever possible


• You will be informed if there will be a delay of more than 20 minutes for your appointment


• You will be referred to a consultant when your GP thinks it necessary


• You will be given the result of any test or investigation on request or at your next appointment


• Your repeat prescription will normally be ready for collection within 48 hours of your request


• Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

Your Responsibility To Us:

• Please treat all surgery staff with the same respect - we are all just doing our job


• Do not ask for information about anyone other than yourself


• Tell us of any change of name or address, so that our records are accurate


• Only request an urgent appointment if appropriate


• Home visits should only be requested if you are really too ill to attend surgery, and night visits should be for emergencies only


• Please cancel your appointment if you are unable to attend


• Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency


• Please allow sufficient time for your consultant's letter or the results of any tests to reach us


• Use the tear-off slip to request your repeat prescription whenever possible


• Please attend for review, when asked, before your next prescription is due


• We would, of course, be pleased to hear when you feel praise is due as well

Complaints

Adelaide Street Family Practice aims to give a friendly and professional service to all our patients. As a practice we are extremely proud of our GPs and staff. However, if you have any concerns about any aspect of our service, please let us know. Speak to Mike, our practice manager or our reception staff who will be happy to help. We have a practice-based complaints procedure in line with national guidelines. 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 Blackpool Primary Care Trust, Complaints Department (address below), or telephone the customer care team for NHS Complaints on 01253 651270, Fax: 01253 651210.

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, tel: (01253) 655588/89.

Patient Confidentiality

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 at Adelaide Street.

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely
make available.

Zero Tolerance

We aim to treat our patients courteously at all times and expect our patients to treat our 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 such behaviour. If they persist, we may exercise our right to take action to have them removed from the surgery and immediately removed from our list of patients.

Your Local Primary Care Trust

The Blackpool Primary Care Trust
Blackpool Stadium
Seasiders Way
Blackpool
FY1 6JX

Tel: (01253) 651200
Fax: (01253) 651210