At Leek Health Centre, the GPs and staff are dedicated to treating all patients with consideration, dignity, and respect. We strive to ensure the following:

  • Confidentiality: Personal matters will be handled privately.
  • Informed Decisions: You will be involved in decision-making regarding your care or treatment.
  • Clear Information: We will explain available treatment choices, including associated risks and benefits.
  • Respect for Views: We will listen to your views and, where practical, accommodate them.
  • Self-Management: Opportunities to manage your own care or treatment will be provided where possible.
  • Personalized Care: Care will be appropriate to your age, sex, religious beliefs, sexual orientation, racial origin, cultural background, and/or disability.

Our Services to You

  • Appointments: You can make appointments in person or over the phone up to two weeks in advance.
  • Phone Answering: We aim to answer calls within six rings during surgery hours.
  • Urgent Care: If you have an urgent medical problem, you will be seen on the same day by a Nurse Practitioner.
  • Priority for Urgent Cases: Patients with urgent medical issues may be prioritized, which can lead to delays for those with scheduled appointments.
  • Home Visits: If you’re too ill to attend the surgery or are housebound, call the practice before 11 am to determine if a home visit is appropriate.
  • Test Results: Blood test results take time to arrive; please allow five working days and contact the practice after 2 pm.
  • Repeat Prescriptions: Usually available within two working days (excluding weekends).
  • Referrals: Patients will be referred to a suitable specialist when clinically necessary.
  • Electronic Prescription Service: You can nominate a pharmacy and avoid visiting the surgery to collect prescriptions.
  • Clinical Research: Participation in research and training is optional.
  • Complaints: You have the right to ask for an explanation if you have any complaints or concerns about our service. Initial complaints should be directed to the Deputy Manager or through a complaints form available at reception. If unresolved, we will refer you to the Patient Advice and Liaison Service (PALS).
  • Feedback: We welcome suggestions for service improvement. You can use our suggestion box or join the Patient Participation Group (PPG).

Patients’ Rights and Responsibilities

You Have the Right To:

  • Be treated with dignity and respect.
  • Receive clear and understandable information about your treatment and care.
  • Ask questions if you are unsure.
  • Know the name and professional capacity of the person treating you.
  • Be informed about waiting times, delays, and cancellations.
  • Be accompanied by a friend or relative during consultations or examinations.
  • Request a chaperone during intimate examinations.
  • Decide whether or not to accept treatment. If unable to give consent, a legally responsible person will provide it, unless deemed in the patient’s best interest.
  • Privacy and confidentiality regarding your medical records.
  • Know what is being recorded about you at the time it is written.
  • Access your health records.

In Return, We Ask That You:

  • Treat staff, other patients, visitors, and the premises with respect.
  • Provide accurate information about your health.
  • Confirm your understanding of the treatment provided.
  • Follow recommended treatment plans; you are responsible for the consequences of refusing treatment.
  • Be considerate to other patients.
  • Inform staff of any changes to your circumstances (e.g., address, phone number).
  • Notify the practice if you cannot keep an appointment.
  • Consider participating in education, training, and research.
  • Engage in public health programs such as vaccinations.
  • Communicate your wishes regarding organ donation to those closest to you.

Confidentiality

All staff are bound by NHS rules of confidentiality and the Data Protection Act 1998 regarding patient records. While it may be necessary to provide some information to reception staff, you can request to speak privately if desired.

Due to confidentiality regulations, we cannot disclose patient information to third parties without prior consent. To give consent, complete a consent form available at reception. If you wish to cancel consent, please notify us in writing to update your records.

Access to Patient Information

Only GPs and authorized staff can access patient medical records. You are entitled to view your records; contact the surgery or request access online via the NHS App or Patient Access. Approval of such requests may take up to 28 days.

If a company (e.g., a solicitor) requests your medical records, we will seek your consent first.

Freedom of Information – Publication Scheme

Under the Freedom of Information Act 2000, the Practice provides corporate information through a Publication Scheme, which outlines the types of information routinely available. This scheme can be obtained at reception.

Staff Protection

We enforce a Zero Tolerance Policy against violence and abusive behavior within the NHS. Our staff has the right to work in a safe environment, and we will protect this right.

Behaviors Not Tolerated Include:

  • Violence or aggression
  • Verbal harassment
  • Loud or intrusive conversations
  • Threatening or abusive language
  • Racial or sexual remarks
  • Malicious allegations against staff or patients

This list is not exhaustive and will be reviewed regularly. If you violate these policies, we may remove you from our patient list and involve law enforcement if necessary.

Please treat all staff, patients, and visitors with courtesy and respect. Our staff is here to assist you, not to be subjected to abuse.

Removal from the Practice List

Patients will receive written warnings if they are at risk of removal, explaining the reasons. No warning is needed if:

  • Removal is due to a change of address outside the practice boundary.
  • Warning could harm the patient’s health.
  • Warning could jeopardize the safety of staff or others in the practice.

For any questions or additional information, please feel free to ask our staff.