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Mossley Hill Surgery

Patient Information

 

Appointments

An appointment can be made in person or by telephone during surgery hours. Each patient is allocated an appointment of 10 minutes. However, some patients may need longer than this for their consultation. Please bear this in mind should the doctor run late.

PLEASE BE A PATIENT PATIENT.

Home visits

Requests for home visits should be made, if possible, before 10.00 a.m. Please telephone the surgery on the day a visit is required.

Out of hours arrangements

If you need to contact the doctor urgently outside normal practice hours, please telephone 733 2812. A recorded message will tell you how to contact a doctor; so please have a pen and paper ready. Always dial 733 2812 in the first instance.

THERE IS ALWAYS A DOCTOR ON CALL TO ATTEND YOU.

Repeat prescriptions

Prescriptions can be requested in person or in writing/tick slip, electronically using patient access. Please give at least 48 hours notice before collecting during normal surgery hours. Prescriptions ordered after 12.00 noon on Friday will not be ready until 12.00 noon on the following Monday.

Students

Undergraduate Medical Students are occasionally present in the surgery for teaching. Patients not wishing a student to be present during consultation/examination will have their wishes respected.

Violence and abuse

Violence and abuse is a growing concern. GPs and their Staff have a right to care for others without fear of being attacked or abused. Any case of violence or abuse will be reported to the doctor and after consideration may be reported to the police and removal from the practice list. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this case we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

We ask that you treat your GP and Practice Staff properly without violence or abuse.

Useful telephone numbers

Broadgreen Hospital 282 6000

Liverpool Royal University Hospital & St. Paul's Eye Unit 706 2000

Alder Hey Hospital 228 4811

Liverpool Women’s Hospital 708 9988

Contact details for Local Healthwatch, see www.healthwatch.co.uk or call Healthwatch England on 0300 683 000.

Routine health checks

These are offered to all patients by appointment. If you have not seen the doctor within the last three years, please make an appointment for a general health check.

Newly registered patients

All new patients will be offered a full medical check-up when registering at the practice. Medical treatment is, of course, available from the date of registration. Patients are requested to bring valid form of i.d. when registering e.g. driving licence, passport.

Patients aged 75 years and over

If you are aged 75 years or over, you should be seen annually by a member of the practice team, i.e. doctor, practice nurse or health visitor. This can be done at the surgery but if you are housebound a home visit will be arranged.

Protection and use of your information

We ask for information about you so that you can receive the best possible care and treatment. We keep this information, together with details of your care, to ensure that your doctor or nurse has accurate and up to date records. There are times when we have to pass on information about you to other people such as hospitals, Social services or the Primary Care trust. This is always done confidentially or by removing your identifying details when they are not essential. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality and patient information. We hold computerised patient information and are registered under the Data Protection Act.

Patients rights and responsibilities

Patients have a RIGHT to be:

  • Registered with a GP
  • Receive a health check
  • Receive emergency care at any time
  • Receive appropriate drugs and medicines if required
  • Be referred for a specialist opinion where appropriate

Patients have RESPONSIBILITY to

  • Try, where possible to use our service within the resources available
  • Telephone the surgery for receiving results of tests
  • Cancel a pre-booked appointment
  • Maintain good relations with the practice

Change of address

Please inform us of any change of address as soon as possible.

Suggestions and complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception. We will do our best to deal with your complaint promptly and to your satisfaction.

If you have any comments or suggestions on how to improve the services which we offer, these can be made using the Suggestion Box provided in the Waiting

Patient Participation Group

The practice holds patient participation groups - where you can come along for a chat and find out what's happening in the practice - and have your say about things that you might like changing.  These are advertised in the practice as to when they will be available.