Due to COVID-19, this information may not be accurate. We have had to change many of our policies and procedures during this time.
This section will provide you with information which covers both Cannock Road & Essington Medical Centre.
Appointments
An appointment system is in operation in our surgery, these are 10-minute appointments and there is a limited number per day, which patients can pre-book, you can pre-book an appointment up to 6 weeks in advance.
- Please note one patient per appointment.
- Urgent cases will always be accommodated.
- A responsible adult should always accompany children under 16 years.
- Patients who do not speak English very well should always bring someone with them to translate.
- Patients unable to keep their appointments please could you contact the surgery and cancel as soon as possible, in order for this appointment to be given to another patient.
When the surgery is closed, please ring the surgery telephone number and our answerphone will give you instructions on the out of hours provider. For your records the number is 111 from 18:30 until 08:00.
Emergency Cases
During the working day in an emergency, please telephone the surgery, the receptionist will take some details and will contact the on-call doctor.
However, if you are suffering chest pains or tightening of the chest please call 999.
Repeat Prescriptions
The surgeries are now live for electronic prescribing. If you would like to find out more, please either speak to reception or contact your local pharmacy.
At present repeat medication slips are attached to your prescription for the medication you require on a regular basis. Please tick the box next to the items you require and hand in at reception, allowing at least 48 hours for competition. Alternatively, you may either post your request or request your prescription via signing up to patient access or contact your local pharmacy who can provide a delivery & collection service.
Only housebound patients will be able to order their repeat prescription by telephone. Requests should be made after 10.30am.
Home Visits
Patients who are too ill to travel to the surgery should request home visits. If patients can get to the surgery with the help they should do so. We would be grateful if you could telephone the surgery before 10.30am. Requests are usually vetted so that the doctor can attend cases according to their urgency.
Results/Queries
Please ring the surgery after 10.30am for any results / queries. The telephones are a very busy first thing in the morning with requests for appointments.
Patient Messaging
The practices have a text reminder service set up, where patients will receive a text message to their mobile phones, reminding them of their appointments at the surgery. If you would like to use this service it is essential we have an up to date mobile phone number for you.
If you need to update your number please let reception know.
Zero Tolerance Policy
The practices operate within the NHS Zero Tolerance Policy on violent, abusive or aggressive behaviour from patients and relatives.
We believe that everyone has a right to feel safe from violence or verbal abuse. Therefore we take any acts of violence, verbal aggression or intimidation very seriously.
Acts of violence will be reported to the police and patients involved will be removed from the practice list and banned from the premises.
Verbal aggression (including shouting and swearing), may be treated in the same way as acts of violence. Otherwise, a warning will be issued and if the behaviour is repeated then the patient may be asked to leave the list.
All staff at the practice can report problems and this includes aggression or swearing over the phone.
Patients Charter
As a patient you have the right to:
- Be registered with a named doctor
- Receive emergency care
- Receive appropriate drugs and medicines
- Be referred for specialist or second opinion if they and GP agrees
- See your medical records or a copy, subject to certain laws
- Know that by law, everyone working for the NHS must keep the contents of your medical records private.
With these rights come responsibilities for the public. That means being:
- Courteous to staff at all times
- As prompt as possible for all appointments
- Responsible for cancelling appointments in adequate time.
Patients Rights & Responsibilities
Below is a précis of the main points you need to know, a full guide to your Rights & Responsibilities can be obtained from 0800 555 777.
Rights
- To be treated with respect and courtesy
- Receive clear understandable information about your treatment and care.
- You have the right to refuse treatment
Responsibilities
- To know what is being written about you
- We expect reasonable behaviour from patients, relatives and friends
- To provide full information about any health matters which will aid treatment
- To follow treatment plans recommended. The patient is responsible for the consequences of refusing treatment or not following professional advice
- Notify the appropriate member of staff if you cannot make an appointment
- To provide accurate and up-to-date information, and to advise the GP and hospital if you change your address
Confidentiality – Use and Protection of Patient Information
Your medical records are confidential and we are only able to divulge this information (to Solicitors etc) with your written consent.
We ask you for information about yourself so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again.
We have a statutory obligation to keep information about you as part of your medical record. We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interest. Whenever we can we will remove details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law.
Anyone who receives information from us is also under a legal obligation to keep it confidential.
Complaints Procedure
Should you experience a problem with the service received from the doctors or any of the staff working in this practice, please let us know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, please fill in a Problem Report form.
We operate a practice based complaints procedure as part of the NHS system for dealing with complaints.
Complaints should be addressed to Miss C Hinks (Practice Manager) for Cannock Road and Essington marked private and confidential.
