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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.

These privacy notices let you know what happens to any personal data that you give to us, or any that we may collect from or about you. They apply to personal information processed by or on behalf of the practice.

• COVID-19 Privacy Notice
• Practice Privacy Notice
• Practice Privacy Notice for Children

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 immediate 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.

Disclaimer: NHS England requires that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However 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, or to make any comparison with any other practice.

For the accounting year end, the GP average earnings for 3 partners and 1 locum is £85,442.

One Health and Care

YouTube video explaining the integrated care record for Staffordshire and Stoke on Trent.

As part of a mandatory, national programme each GP Practice will have to make a summary care record for each patient (unless the patient has already opted out).

Please read the information regarding this.

If you wish to opt out download and complete the opt out form and return to the Practice (see below).

Summary Care Records on the NHS Digital website.

The doctors and staff are committed to providing a high quality medical service to our patients, and to treat all patients and visitors with respect and courtesy. We will endeavour to provide you with or direct you to such diagnostic, therapeutic and preventative services as will ensure the best outcome for your problems within the constraints of what is possible, reasonable and practicable.

We ask that patients and their families treat us with respect and courtesy. The health centre has a policy of removing any patient from our list who is verbally or physically abusive towards staff or other patients.

Dementia Research

Dementia Research offers hope. It is only through research that we can understand what causes the disease, develop effective treatments, improve care and hopefully one day find a cure.

Register your interest in taking part in vital Dementia research.

Our aim is to provide holistic care to all of our patients from cradle to grave, including those patients who have multiple co-morbidities, people with special needs and vulnerable groups.

All patients will be treated in an open and transparent way with dignity and respect, whilst protecting their confidentiality.

Every patient will be given excellent care without discrimination.

Patients will be offered appointments in a variety of settings and with a variety of Health Professionals.

The practice will work alongside other NHS agencies.

We believe in working together with our patients. This can only work when there is a mutual respect.

General Practice has changed beyond recognition in the last decade. This is due to many factors. Our communities are growing and people are living longer due to medical advancements in the UK. This therefore carries a greater demand on our local GP surgeries and other Primary Care Services.

To keep up with the greater demand on community services, general practice has had to reevaluate how best to deliver care to its patients.

This now means that there are more ways to get the best and most appropriate advice or treatment.

When you call the surgery, the team answering your call has been trained in Care Navigation. This means they will ask you a series of questions about your needs. The answers you give will determine where the team direct you to for the quickest and most appropriate help,

For example, you may have developed joint or muscle pain. Based on the details you give it may mean that you see a physiotherapist or musculoskeletal practitioner in the first instance rather than a GP. The MSK team can investigate, diagnose, treat and refer for all musculoskeletal issues.

The surgery also has an Acute Medical Team who is able to see minor ailments. The Acute Medical Team is made up of an Advanced Medical Practitioner and paramedic trained Urgent Care Practitioner who can see issues that need urgent assessment. Such ailments include acutely unwell children, common infections (ear, throat, chest) sudden exacerbation of an existing condition that affects daily life or sudden onset of unexpected illness. Appointments with the AMT are opened each morning and are used for patients who are unable to wait up to 2 weeks for assessment.

Where is my GP?

The GPs are in surgery daily. They triage, assess, review, diagnose, treat and monitor all elements of patient care.

In 2024 and beyond, the role of the GP has changed from its role in 1994, 1974 and 1954. Rather than see each and every patient that contacts the surgery with an illness as they would have in 1974, the GP now has to divide their time across many other work streams.

GPs continue to oversee patients with complex or longstanding conditions. They receive and interpret all test results coming back into the surgery. View and assess all incoming documentation about patients from secondary care and other medical services. Refer patients needing specialist care. Oversee the AMT to ensure all patients are treated appropriately. Check and process up to 200 repeat prescription requests per day.

The GPs also attend meetings within their Primary Care Network, a collaboration of 11 local surgeries working together as one team. The aim of collaborative working with other surgeries is to extend the range and availability of appointments and specialists for patients living in the Cannock Villages area.

But I want to see a GP

If a patient is unwell enough to require urgent assessment, an appointment is more likely to be with the Acute Medical Team or referral to another care provider such as Pharmacy first who can help with minor ailments quickly.

All patients have access to the GPs at their surgery but it may mean waiting for their next available appointment. This could be up to 2-3 weeks away.

It may seem complex and evoke frustration when you call the surgery but please remember, the team are only trying to get you the best outcome as quickly as possible.

Working Together

We understand that life’s stresses and strains can cause us all to be anxious and angry, but by working together, with a mutual respect and understanding, we can achieve the very best service for you.

Your GP practice holds copies of your patient health record electronically and in paper format. Both contain the healthcare information about you that your GP needs including your medical history, medications, allergies, immunisations and vaccinations.

If you have previously registered with a different GP in England, upon registering at this practice your electronic health record will, where possible, be transferred automatically from your previous practice through the use of an NHS system called GP2GP.

Transferring Your Electronic Health Record leaflet.

All practices, in line with government guidelines, have a ‘Zero Tolerance to Violence’ policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.

#ZeroTolerance

NHS staff should be able to come to work without fear of violence, abuse or harassment from other staff or the general public

• We are the NHS
• We Are Proud To Be Diverse.
• We Say No To Racism And Discrimination.
• We Do Not, And Must Never, Accept Racism In Any Part Of Our NHS. We Have A Zero Tolerance To Discrimination And Racism

Together Against Abuse of Primary Care Staff

Watch this YouTube Video about Abuse of Primary Care Staff.