Ansdell Medical Centre

Albany Road, Lytham St Annes, Lancashire, FY8 4GW

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Practice charter

Patient responsibilities

To help us provide a prompt, courteous and efficient service to all, we ask you to:

  • Use our appointment and repeat prescription systems appropriately and responsibly
  • Supply information requested by staff
  • Treat staff with courtesy and respect

Comments, compliments and complaints

Please do let us know if you have any comments, suggestions or serious issues about the service you have received. We operate a practice complaints procedure that meets national criteria and ensures your views are recorded and, where appropriate, acted upon.

If you would like to raise a concern or provide complimentary feedback, please contact us as soon as possible. Your issue may be resolved by an alternative member of staff other than the Practice Manager in order to come to an agreeable solution for all in a timely manner.  Please see the full comments, compliments and complaints section of the website for further details on complaints handling.  We would ask you to be polite at all times.

All other comments, views or suggestions are always welcome and help us to continue providing a high-quality service to all our patients. Please contact any member of staff with any comments you have to make.

How we use your data

All data you supply to us is kept confidential. Any information about you, your medical issues or treatment is only ever shared with other healthcare professionals on a ‘need to know’ basis. Information is sometimes shared with NHS management for data audit and planning, and all those who work for the NHS have a duty of confidentiality towards patients.

Zero tolerance Policy

As an employer, the practice has a duty to care for the health and safety of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning Zero Tolerance.

The Practice has a policy of “zero tolerance” of verbal and physical violence towards GP’s, staff or other patients.

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.

We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.

If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.

Examples of Unacceptable Standards of Behaviour

  • Violence.
  • Excessive noise eg recurrent loud or intrusive conversation or shouting.
  • Threatening or abusive language involving swearing or offence remarks.
  • Derogatory racial or sexual remarks.
  • Malicious alllegations relating to members of staff, other patients or visitors.
  • Offensive sexual gestures or behaviours.
  • Abusing alcohol or drugs on practice premises.
  • Drug dealing on practice premises.
  • Willful damage to practice property.
  • Threats or threatening behaviour.
  • Theft

Our Staff have the right to be treated with dignity and respect at all times.
They should be able to do their jobs without being Physically or Verbally abused

Most people respect this.

Anyone found abusing the staff in person, on the telephone, via text message or social media will be asked to leave the practice.
This behaviour will NOT be tolerated

Removal from the List

In exceptional circumstances, a breakdown may occur between a doctor and his patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed from the doctor’s list. Where possible, conciliation would always be the preferred route.
Reasons for removal will be given in writing.