About Us and Our Practice

What To Expect From Us

You will be treated as a partner in the care and attention you receive. Being a partner means we have responsibilities to each other. Help us to help you. You will be treated as an individual and will be given courtesy and respect at all times irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.

On request, arrangements will be made for you to see a doctor or nurse in the practice within 24 hours excluding weekends (if you ask for a named doctor it may take longer). We will strive to ensure that you are seen within a reasonable time. Where this is not possible you will receive an explanation for the delay upon request. If you request a home visit or out-of-hours call, the doctor or his Qualified Deputy will make the decision whether to give advice over the telephone or visit. Lack of transport in itself is not a reason for a home visit.

Staff will identify themselves and their role within the practice on request. Staff will maintain your right to privacy and not discuss your illness with other staff or doctors within hearing distance of other people.

When hospital reports and results become available you have the right to a full explanation of your illness or any test carried out. If you have any complaints or concerns relating to the practice, its staff or the services offered, contact the doctors or Practice Manager who will provide a timely response to them.

What We Expect From You

We ask that you treat the doctors and the practice staff with the same courtesy and respect at all times. The doctors have instructed the receptionists to ask certain questions so that they may prioritise your request in accordance with the doctors’ practice policies. You must tell us if you do not understand an explanation.

Please avoid calling the practice during the peak morning period for non-urgent matters. Please let us know if you change any of your personal details or address. If you cannot keep an appointment, please let us know as soon as possible — this may enable someone else to be seen. Please arrive on time. If we are running late please do not blame the receptionists.

Please follow the doctors advice and take the full course of any medication, which may be prescribed. Accept any invitations for screening issued by the practice or health authority. Make sure your child is vaccinated or immunised. Please order repeat prescriptions in advance. Do not expect a prescription every time you see your doctor — they are often not necessary.

Before seeking a home visit, think seriously whether it is necessary. When requesting a visit please contact the surgery by 10am unless a genuine emergency arises later. Out-of-hours visits should only be requested in an emergency, not for minor illnesses, which can wait until the next morning.

We're a Training Practice

Gordon Street Medical Centre is a traning practice and will have a qualified doctor working at the surgery to gain experience working within general practice.

The doctors have experience working in hospitals and other practices. This means they are safe to see patients on their own and prescribe treatments.

We may at times ask to make video/digital recordings of some of the consultations. The videos are used by doctors traning to be a GP to review their consultations with their trainers. The video recording is only of you and the doctor talking together. Examinations will not be recorded and the camera will be switched off on request. You do not have to agree to your consultation being recorded.

Compliments, Complaints and Suggestions

We are committed to maintaining good communications and providing a high standard of care to our patients. Helpful suggestions are welcomed. The practice operates a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Details of our complaints procedure can be obtained from the reception staff/practice manager. Our aim is to give the highest possible standard of service and we try to deal swiftly with any problems that may occur.

Patient Privacy

Patients are advised that information about themselves will be used strictly in accordance with the purpose or purposes for which it has been collected. This will include the healthcare of patients as well as the management and business function of the practice. Personal data could therefore be shared with other healthcare agencies including the local health authority and trusts. Everyone working in the NHS has a legal duty to keep information about you confidential and secure. Further details about how we use your information, is available upon request.

Violent and Abusive Patients

Patients may be removed from the practice list if they are violent or abusive using foul language towards any member of the practice team. In severe cases, this may involve informing the police.