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.
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.
Regrettably despite our best efforts there are times when patients are unhappy with their treatment and wish to complain. Please download our 'Complaints Leaflet' which details our procedure for handling complaints.
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.
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.
All patients are responsible for keeping their appointments and updating the practice if they change their name, address and telephone number etc. If you fail to attend for 3 appointments you may be removed from this Practice List and have to find an alternative Doctor.
Information available from Helsby Street Medical Centre under the Freedom of Information Act model publication scheme can be obtained from our Practice Manager.
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.