This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

Practice Policies

Statement of Purpose

Patient Privacy Notice 

This Privacy Notice explains what information we collect about you, how we store this information, how long we retain it and with whom and for which legal purpose we may share it.

Please click on the link below for further information .

Privacy Policy

Malcolm Gandy

Deputy Director of Information  and Acting Data Protection Officer

St Helens and Knowsley Teaching Hospitals NHS Trust

Alexandra Business Park, Court Building, Prescott Road, St Helens,

WA10 3TP

 Tel: 0151 676 5245/5639

Email: IG@sthk.nhs.uk 

W:  www.his.sthk.nhs.uk

Confidentiality & Medical Records

Locked blue folderThe 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.

How we use your information

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

Customer service form

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please let us know.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Procedure

We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem can not be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - this will enable us to establish what happened more easily. If it not possible to do that, please let us have details of your complaint.

You may choose to make your complaint orally or in writing

  • within 12 months of the incident that caused the problem
  • within 6 months of discovering that you have a problem provided this is within 12 months of the incident.

Complaints should be addressed to the Practice Manager, Culcheth Medical Centre at the above address. Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns.

We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be great help if you are as specific as possible about your complaint. 

If you wish to discuss your concerns further please contact: 

NHS England Contact Centre, PO Box 16738h, Redditch B87 9PT 

What we shall do 

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. You may then receive a formal reply in writing or you may be invited to meet with us to resolve the issue. If the matter is likely to take longer than this we will let you know and keep you informed as investigations progress.

  • Find out what happened and what went wrong
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint.

Please provide the precise details of the circumstances which prevent this in your correspondence.

Please note that we keep strictly to the rules of confidentiality.

If you are not satisfied with the practices' response, please refer your complaint to the

The Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ or visit the 'Making a complaint page' at   http://www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form).      

Practice Complaints Leaflet

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation 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.

Culcheth Medical Centre Whistleblowing Policy

Whistleblowing



Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website