Patient Information

Access

There is a small car park in front of the surgery which can be used by patients who travel to the surgery by car. For those travelling by public transport, the nearest bus stops are just around the corner from the practice on New Inn Lane.

Out of Hours service

For non emergency urgent medical problems outside normal surgery hours please dial 111  (there is no charge for this call). Only use this service if your problem is too serious to wait until the morning.

NHS Choices

If you have internet access you can get further advice on GP Practices in your area at www.nhs.uk. You also have the opportunity to leave a comment about your GP Practice and the service you received. Also, if you have the opportunity to comment about your GP Practice (e.g. in a questionnaire or survey) then we would encourage you to do so.

Data Protection Act

All personal data including patient information relating to living individuals that are held in either electronic or manual systems are subject to this act. This practice is registered with the Data Protection Registrar.

Patient Information & Access to records

Your personal health information is held securely in these premises and will not be passed on to anyone without your consent. This information is used only for the benefit of the individual and will sometimes be used for our audit purposes. All staff fully understand all aspects of confidentiality. When information is passed onto other service providers, this is on a “need to know basis”.

Please see the practice notice board for further information on access to records.

Confidentiality

If you require to speak to a receptionist or other team member in confidence please ask at reception and you will be offered a confidential area.

Complaints

Most issues can be resolved without having to make a formal complaint. If you wish to make a verbal complaint or have an informal chat with your GP, a member of staff or the Practice Manager we will be able to arrange this for you. For more serious complaints you may put your complaint in writing to the Practice Manager.

If you feel that you cannot approach the practice you can either contact:
Patient Advice and Liaison Service (PALS)

PALS is a service that provides on the spot confidential advice and support. Telephone 0800 783 2865 Monday to Friday 8.30 am to 4.30 pm. An answer phone service is available out of office hours – please leave a message –  if no-one is available to take your call and PALS will get back to you. There is also a mobile/txt service 07734 068 459.

The PALS team are based at Fenton Health Centre, Glebedale Road, Fenton, ST4 3AQ.  email:  pals@stoke.nhs.

The NHS Complaints Advocacy Service

is another service which is available to give advice and support. This service is an independent service that can help you make a complaint about a National Health Service.  They can be contactedon

Telephone 0300 330 5454        www.nhscomplaintsadvocacy.org

NHS England

Alternatively you may wish to take your complaint directly to NHS England

Telephone 0300 311 22 33      England.contactus@nhs.net

Your rights and responsibilities to your GP Practice

Every UK resident has the right to be registered with a GP Practice

Yours GP Practice is your gateway to all other health services.

You can see a GP within 48 hours if you want to be seen that quickly.

You can book appointments in advance so that the appointment is as convenient as possible for you

Your GP Practice may offer a telephone discussion with a GP or Nurse if that is convenient to you.

Your can have at least 10 minutes with you GP/Practice Nurse to fully discuss any health issues.

Your GP Practice an offer you general health advice or advice/treatment in relation to smoking, diet, exercise, alcohol consumption, drug usage, etc. They are not just there for when you are ill.

Use your NHS Services wisely, if you have an appointment booked but then don’t need it or cant make it, then please remember to contact the surgery and cancel it.

Everyone will be treated with dignity and respect – patients and staff alike.

If you change your address or telephone number, please inform your GP Practice so that they have accurate information if they need to contact you.

If you wish to change your GP Practice (for whatever reason) then you can:

Just turn up at a practice and if you live within their geographical boundary you will be able to register and join the practice, you will be offered an initial appointment with the Nurse or GP.

The NHS Constitution brings together the principles, valued, rights and responsibilities that underpin the NHS. For patients and the public this means clarity about, what they have aright to expect from the NHS, what to do if they do not get what they expect, the responsibilities they have for making the NHS work effectively. The NHS Constitution can be found at www.dh.gov.uk/nhsconstitution

Publication of Average GP Earnings

All GP practices are required to declare mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GP’s working in the practice of Dr G R W Thomas in the last financial year was £43,898 before tax and N.I.  This is for 2 full time GPs who worked in the practice for more than six months.

Coronavirus (COVID-19)

Stay at home for 7 days if you have either:

– A high temperature – you feel hot to touch on your chest or back
– A new, continuous cough – this means you’ve started coughing repeatedly

Do not go to a GP surgery, pharmacy or hospital.
You do not need to contact 111 to tell them you’re staying at home.
Testing for coronavirus is not needed if you’re staying at home.

NHS 111
Government Stay At Home Guidance
NHS Information Page