GP Responsibilities

We are committed to provide you with the best possible care:
You have the right to privacy and confidentiality. Everyone working in the NHS has a legal duty to keep information about you confidential.
We aim to keep waiting time to a minimum and wherever possible to less than 30 minutes. However, if this is not possible, our receptionists will let you know when the surgery is running late.
You will be given accurate information and answers to questions about your health and, in particular, about any illness and its side-effects, prevention and avoidance of the illness recurring, details of proposed investigations etc.
You have the right to see your medical record, subject to the limitations of law (Data Protection Act 1998 and Access to Health Records Act 1990).

Your Responsibilities

Once you register with us, the care of your health becomes in effect a partnership between you and the staff at the practice. The success of such a partnership will depend on both parties fulfilling their role. For our part, we will endeavour to provide you with a satisfactory service at all times and we ask you to:
Be courteous and polite to all staff. Patients who are aggressive or abusive to any member of our staff or any other person on the practice premises may be removed from the list.
Plan your repeat prescription request with plenty of time.
Attend appointments punctually.
Be patient if a clinician is running late as they may be dealing with complex problems.
If you no longer require to see one of our clinicians or are unable to attend your appointment, please let us know as soon as possible and even if it is at short notice so that we can offer your appointment to somebody else.
Only request a home visit if you are too ill or infirm to attend the surgery.
Use emergency appointments responsibly and considerately.
Keep us informed of any changes in your personal details, such as name, address, telephone number, etc.
Please remember that you are ultimately responsible for your own health and the health of your children. We will provide you with professional help and advice but only you can act on it.

Comments & Complaints

Ellesmere Medical Centre aims to give a professional service to all patients. However, if you have any concerns about any aspects of our service then we would ask that you speak or write to Tanya Humphreys, our business manager, who will be able to assist you in your concern.

All complaints received will be acknowledged in writing within two working days. Complaints will be fully investigated within 10 working days. If this cannot be achieved, the patient will be given regular information on progress and the reason for the delay. We do analyse and review complaints received to ensure we learn from mistakes and improve our services where needed.

The PCT also operates a Patient Advice and Liaison Service (PALS) which can offer help to resolve any problems before they become formal complaints. To speak to a PALS officer, ring 0161 426 5888.
Please note: all patient complaint records are kept separate from medical records.

Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.