Practice Polices & 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.

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. 

Problems or Complaints

We strive to offer a high quality service that provides an excellent standard of clinical care in a responsive fashion, within the resources available to us.

We recognise that, at times, things could have been done differently or in a better way. If you feel you have cause to complain or raise concerns, please follow the instructions in our Complaints Procedure.

We take all suggestions and complaints seriously and will respond to you in accordance with the established mechanisms for complaints within the NHS.

Getting the Best from Us

Here are some tips on how to get the best from us:

  • See your one usual doctor wherever possible to maximise continuity in your care
  • Be aware that appointments are limited by time. For multiple problems, it may take more than one appointment to get to grips with them all.
  • Emergency appointments are for medical problems that cannot wait until the next routine appointment - please do not be disappointed if routine matters are not dealt with in these appointments.
  • Be aware of the pressure on the telephone lines at peak times and use them in accordance with the principles set out above.
  • Let us know of any change of name, address or telephone number immediately

In addition, some useful advice on how to get the most out of a consultation can be found here. Information is also available at NHS Choices and NHS 111.

Patient Preference of Practitioner

All registered patients have the right to express a preference to receive services from a particular Doctor, either generally or in relation to any particular condition; such preferences will be recorded by the Practice.

The Practice will endeavor to comply with any reasonable preference, but need not do so if the preferred performer has reasonable grounds for refusing to provide services to the patient or if the performer does not routinely perform the services in question within the Practice.

Freedom of Information Act

Information available from Wolstanton Medical Centre under the Freedom of Information Act model publication scheme can be obtained from our Practice Manager.

Zero Tolerance to Violence Policy

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.