Practice Polices and Service Information

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. Also see our Carer Information page.

The consultation that takes place between a patient and their Doctor or Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

• Cervical cytology
• Gynaecological
• Testicular
• Breast Examination
• Rectal Examination

We are committed to providing our patients with services that are of a consistently high quality. However, even in the best run Practices occasionally things to not go as smoothly as we would like.

If at any time you feel that you need to make a formal complaint, we operate a Practice Based Complaints Procedure which fully complies with Department of Health requirements. Details of our procedure, together with a complaint form can be obtained from Reception or you may wish to contact the Surgery Manager or speak to your usual Doctor.

Our aim is to investigate complaints both thoroughly and speedily. We will carefully listen to what you tell us, take appropriate action and inform you of the outcome of our investigations.

Whilst we obviously hope that you will wish to use our Complaints Procedure and give us the opportunity to resolve any problems that you have, if you prefer you can obtain advice from the following sources: Enquiries and Complaints Team

PALs Services
Springfield Health and Wellbeing Centre
Lovett Court
Rugeley
Staffordshire
WS15 2QD
Telephone 01889 571826

The Independent Complaints Advisory Service (ICAS)
Telephone 0845 337 3054

All veterans should receive priority access to NHS secondary care for any conditions which are likely to be related to their service. However, veterans should not be given priority over other patients with more urgent clinical needs.

Please see our Military Veterans Leaflet to find out more.

Our Responsibilities

• We aim to promote good health and encourage prevention of disease.
• Our aim is to treat all our patients with respect and therefore we expect our patients to treat all our Staff in the same manner. 
• We will endeavour to maintain patients’ medical records up to date and will respect patients’ right of access to same.
• We offer Annual reviews on Medication, Asthma, Coronary Heart Disease (CHD), Diabetics, Mental Health and Learning disabilities.
• We offer clinics for ante or post natal, child Immunisation, cervical smears, CHD, Chronic Obstructive Pulmonary Disease (COPD), Diabetes, Asthmatic, Influenza (Flu), travel advice including travel vaccinations.
• If any of our clinics need to be cancelled we will try wherever possible to give at least 24 hours notice.
• We will endeavour as a team to see you as close as possible to your allotted appointment time, however please bear in mind that there will be occasions when this is not possible.

How you can help us

• It is the patients’ responsibility to keep their appointments and to inform us as early as possible if unable to attend.
• Patients need to inform us of any past medical history, hospital admissions and any other details they feel relevant to be documented in their records.
• When making appointments please be aware that the doctors can only see one patient per consultation, if more than one patient i.e. family members needs to be seen a further appointment must be booked.
• Treatment facilities are better at the surgery please do not request a home visit unless it is absolutely necessary.
• Do not for any reason share your medication with anybody else.  In doing so this could prove to be dangerous.
• Accident and Emergency (A&E) visits and Out of hours services should only take place when urgent medical attention is required.  Out of hours services should not be used to gain a second opinion.
• If you should have any difficulties within the practice, the Practice Manager would appreciate if this is brought to her immediate attention.

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.