Main Road, Great Haywood, Stafford. ST18 0SU

    Telephone: 01889 881 206
    Out of hours: 111

    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.


    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.

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    The consultation that takes place between a patient and their Doctor/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

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    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 & Complaints Team

    PALs Services
    Springfield Health & Wellbeing Centre
    Lovett Court
    WS15 2QD
    Telephone 01889 571826

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

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    Patient Online Service Plan

    Plan to Meet GMS / PMS 2015-16 Contractual Requirement for Patient Online Service

    This practice plans to offer the facility for patients to view online, export or print detailed coded information held in their own records from 1st April 2016.

    These dates are subject to the necessary NHS GP systems and software being available to the practice.

    This practice currently offers the facility for patients:

    We will publicise and promote our online services to our practice’s patients through the practice website, practice waiting room leaflets, posters and the Patient Participation Group by March 2016.

    Current online patient services
    GP system supplier - EMIS
    GP system version – EMIS Web

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    Practice Policy

    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, CHD, Diabetics, Mental Health and Learning disabilities.
    • We offer clinics for ante/post-natal, child Immunisation, cervical smears, CHD, COPD, Diabetes, Asthmatic, 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.
    • 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.

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    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.