All patients have a named GP who is responsible for your overall care at the practice. If you wish to know who this is or have a preference as to which GP that is, please contact the surgery and we will make reasonable efforts to accommodate you.

Download a copy of our Complaints Procedure

Complaints Procedure England

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases.
• Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

• Childrens Privacy Information GDPR
• GDPR Leaflet
• GDPR Privacy Notice

PUBLICATION OF EARNINGS

It is a contractual requirement for practices to publish their mean average earnings for 2019/20. Practices must;

• Publish details on their website by 31 March 2021.
• If asked this must also be available in paper copy or you can show the patient the information posted on the website.

The calculation excludes certain types of income and the rules are complex and open to interpretation.

Full time GP’s are defined in the guidance as working eight sessions or more. The number of GP’s includes salaried GP’s and locums who worked full or part time for 6 months or more.

Although we provide this information to satisfy contracted requirements, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.

All GP practices are required to declare the mean earnings for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Central Lakes Medical Group  in the last financial year was £35549  before tax and National Insurance. This is for 7 part time GPs  who worked in the practice for more than six months.

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependants. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Student Doctors

From time to time student doctors and nurses attend our practice for training. Should you not wish them to observe your consultation they will be asked to wait outside until after you have seen the doctor. This will not prejudice your care in any way.

Recently we have received the following statement from the Health & Social Care Information Centre regarding information we hold about you.

Patients’ comments, criticisms and praise on the provision of general medical services, are always welcome. These will be received with interest and responded to appropriately. Please indicate when writing if you wish for a written response.

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.  The majority of issues can be quickly resolved by telephone and our front line staff can usually help with queries.

If you would prefer to raise the matter with our Practice Manager, simply ask to speak to the Practice Manager by calling 015394 32693 or email at [email protected] and she will set all the necessary wheels in motion.

Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated, all feedback whether negative or positive will be treated in confidence.  Thank you

Junior doctors and medical students attend our surgeries for training.

Currently, Nursing Students may be accompanying the District Nurse on placement.

The practice considers aggressive behavior to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.