High Street, Cheslyn Hay
Wardles Lane, Great Wyrley

Practice Polices and Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception. We also have a Carer's Information page.

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Chaperones

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Practice Manager. 

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Complaints

We always try to provide the best service, but there may be times when you feel this has not happened or things could have been handled better. We hope you will allow us to look into and, if necessary, correct any problems that you have identified. If you have any complaints, please contact the Practice Manager in person or in writing.

A leaflet explaining our in house complaints procedure is available at reception.

The only way we can improve the quality of the services is by listening to your suggestions.

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Essential Services

The practice will provide within core hours, primary medical services required for the management of its registered patients and temporary residents, who are, or believe themselves to be, ill with conditions from which recovery is generally expected, terminally ill or suffering from chronic disease; delivered in the manner determined by the practice in discussion with the patient.

The practice will also provide primary medical services required within core hours for the immediately necessary treatment of any person requesting treatment owing to an accident or emergency at any place within its practice area.

The practice will include the provision of appropriate ongoing treatment and care to all registered patients and temporary residents, taking account of their specific needs including the provision of advice in connection with patients health, including relevant health promotion and the referral of other NHS services.

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Patients Responsibilities

All patients are responsible for keeping their appointments and updating the practice if they change their name, address and telephone number etc.

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Statement of Purpose

Practice Statement of Purpose.

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Zero Tolerance to Violence Policy

The Practice takes it very seriously if a member of staff is treated in an abusive or violent way.

The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.

Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff

  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving

  • Verbal abuse towards the staff in any form including verbally insulting the staff

  • Racial abuse and sexual harassment will not be tolerated within this practice

  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot

STOP ABUSE. We’re here to help you, not be abused

The Staffordshire and Stoke-on-Trent Integrated Care System (ICS) and its wider partners are asking local people to respect the dedicated health and care staff, emergency services staff and keyworkers who care for them, to tackle threats of violence, harassment or abuse against the staff.

During these times, we know it can be stressful and we understand anxieties many people are facing and the impact on your wellbeing.

So, health and care staff, emergency services staff and keyworkers are working hard to keep everyone safe and provide you with the support you need. It is only fair that they deserve to be able to come into work without the fear of harassment, or violence.

They are there to help you, not be abused, so please treat them with respect and care for them.

  • Causing damage or stealing from the Practice's premises, staff or patients
  • Obtaining drugs and or medical services fraudulently
  • We ask you to treat your GPs and their staff courteously at all times.