Practice Charter

Grosvenor Medical Centre

 

Grosvenor Medical Centre

62 Grosvenor Street

Stalybridge

SK15 1RZ

 

Practice Staff

Doctors:

Dr P Parikh

Dr C Knight

Dr N Howard

Dr E Lyons

Dr C Chan

Dr N Taylor

 

 

Practice Manager

Miss V Teasdale

 

The doctors have various interests including Family planning, Dermatology, Mental Health and Palliative care.

 

 

 

 

 

 

 

 

 

 

 

Patient’s Rights to General Medical Services

  • To be offered a health check on joining a doctors list for first time
  • To have appropriate drugs and medicine prescribed
  • To be referred to a consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable
  • To have access to their health records, subject to any limitations of the law, and to know that those working in the NHS are under a legal duty to keep those records confidential
  • To choose whether to take part in medical student training
  • To receive a copy of their doctors practice leaflet, setting out the services that he or she provides
  • To receive a full and prompt reply to any complaints they make about the care they receive at Grosvenor Medical Practice.

View their medical records, subject to the Acts and associated procedure, and to know all NHS employees are legally obliged to keep the contents of their records confidential

 

Grosvenor Medical Centre – Our Aims

  • Work with integrity – we achieve this by ensuring all staff act and speak truthfully and are accountable for their actions. We are a learning practice and want to learn from mistakes.
  • Be a sustainable practice – we continue to adapt new ways of sustainability and reduce our environmental impact and waste where possible.
  • Promote good practice – we will encourage all staff to learn from peers and external providers thereby encouraging professional development.
  • Respect for patients and staff – we will treat all members of our practice group including patients and staff with dignity and respect, everyone will be treated fairly and supported as their per individual needs.
  • Provide high quality service – we work within NHS guidance to provide the highest possible patient care, to meet the needs of our patient population.

 

 

We are dedicated to ensuring that practice staff and Doctors are trained to the highest  level and to provide a stimulating and rewarding environment in which to work

 

 

 

Grosvenor Medical Centre – Our Mission

 

To work with honesty, integrity, and respect to ensure we provide high quality health care to all patient groups. We provide a nurturing learning environment to allow staff to grow and develop, to provide a healthy, happy work environment.

 

Grosvenor Medical Centre – Our Vision

 

To ensure we embrace the ever-changing needs of patients, to adapt, and learn to provide high patient care and wellbeing.

 

Grosvenor Medical Centre – Our Values

  • Compassion
  • Learning
  • Respect and dignity
  • Teamwork
  • Commitment to high quality care
  • Embrace change
  • Fairness and equality

 

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Surgery Hours :  Monday to Friday 8am to 6.30pm We offer both morning and afternoon surgery appointments please ask at reception for details.  We also offer appointments between 6.30pm and 8.00pm at other sites around Tameside – these need to be booked at reception

Weekends CLOSED

Out of Hours Emergencies

GO TO DOC Out of Hours  service is available when the surgery is closed  Tel: 0161 304 8009 for details or contact 111

 

We have disabled access via the front door

 

 

 

 

  

Our Practice Charter

  • You will be treated with courtesy and respect by all practice personnel.
  • Our standard is to patients within 30 minutes of their appointment time. If you have waited longer than this please ask the receptionist for an explanation
  • We aim to answer the telephone within six rings
  • Requests for repeat prescriptions will be dealt with within 48 hours. This can be in person, or by our online services
  • All comments and suggestions about the service are welcome. Please use the box provided in reception.
  • If you have a complaint, please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.
  • We wish to make Grosvenor Medical Centre as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.

Patient’s Responsibilities

  • If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
  • If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
  • A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before 11.30 am if at all possible.
  • An urgent appointment is for an urgent medical problem. Please speak to the receptionist if you require a sick note or repeat prescription.
  • We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the receptionist.
  • Make a separate appointment for each patient that needs to be seen. This allows the doctor enough time to treat each patient with the time that they deserve.
  • Please act in a responsible and courteous manner whilst on the practice premises for the safety and comfort of others.
  • Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted; you may be asked to register at another surgery if this behaviour occurs.
  • Showing courtesy to the staff at all times - remember they are working under doctors' instructions..
  • Responding in a positive way to questions asked by reception staff.

 

Application for registration must be made in person at Reception.

We aim to treat our patients 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.  If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our practice list.

 

 

LET THE PRACTICE KNOW YOUR VIEWS

 

Grosvenor Medical Centre is always looking for ways to improve the services it offers to patients.  To do this effectively, the practice needs to know what you think about the services you receive.  Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have.  Only by listening to you can we build and improve the service we offer you.  Please ask for a comment/complaint/suggestion form from reception.

Tell us about our service by completing a comments form available at reception

 

  • Could you get through easily on the telephone?
  • Did you get an appointment with the practitioner you wanted to see?
  • Were you seen within 20 minutes of your scheduled appointment time?
  • Were our staff helpful and courteous
  • Prior to your appointments, you will also receive a short friends and family text, it would be helpful if you could complete this.

 

PRACTICE COMPLAINTS PROCEDURE

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know.  The practice operates a Complaints procedure as part of the NHS system for dealing with complaints.  Our complaints system meets national criteria

Note:  If you make a complaint, it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support

 

How to complain:

In the first instance please discuss your complaint with the staff member concerned.  When the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaint’s procedure.  If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days.  This will enable the practice to get a clear picture of the circumstances.  If this is not possible, please let us how details within 12 months of the incident that caused the problem or within 12 months from when the complaint comes to your attention.  The practice will acknowledge your complaint within 3 working days.

We aim to ascertain the full circumstances of the complaint, make arrangements to discuss the problem with those concerned, make sure you receive an apology if appropriate and identify what the practice can do to make sure this does not happen again.

 

If you require this leaflet in a larger font, please inform reception.

 



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