Policies

PRACTICE CHARTER

At The Chorley Surgery we aim to provide the best possible service to our patients. In our charter we outline what our responsibilities to you are and, in return, what we expect from you.

To view the charter click this link: The Chorley Surgery Practice Charter

NEW PATIENT REGISTRATION

Please click here to view the new patient registration policy.

PRACTICE FAIR PROCESSING AND PRIVACY NOTICE

To view is policy please click on this link Practice Fair Notice & Privacy Policy No.92-v1.2

PATIENTS’ CHARTER

This document provides a summary of the services that The Chorley Surgery offers to patients and outlines your basic rights and responsibilities.

The rest of the policies below expand on the themes contained in here in much more detail.

To view the charter click this link: The Chorley Surgery Patients’ Charter Policy

BREAST FEEDING

All staff at The Chorley Surgery support mothers breast feeding their children. We will provide encouragement and support to mothers wanting to learn how to comfortably breast feed and will always provide somewhere private to feed if requested.

To view the full policy click this link: Breast Feeding Policy

 

CHAPERONES

Any patient or member of staff at The Chorley Surgery is entitled to ask for a chaperone. They can help protect against allegations of abuse and help make patient make informed choices.

To view the full policy click this link: Chaperone

CHILD HEALTH SURVEILLANCE AND VACCINATIONS

The Chorley Surgery follows the procedures drawn up by the NHS to monitor the development of children from birth to the age of 19. We also provide routine vaccinations at certain stages of development.

To view the full policy click this link:Child Health Surveillance Vaccine Policy

CARERS IDENTIFICATION POLICY

Do you look after anyone? Does someone look after you? The Chorley Surgery understands that ‘carers’ come in all forms: from professional carers which are paid for to friends and family. We support all carers of patients in a number of ways, but need to know who you are. This policy includes a form for you to fill in and give back to us.

To view the full policy click this link: Carers Identification Protocol Policy

COMMUNICATIONS POLICY

When dealing with other people The Chorley Surgery will communicate clearly, openly and honestly. Our policy explains what you can expect from us.

To view the full policy click this link: Communications Policy

CALDICOTT POLICY

As a healthcare provider, The Chorley Surgery must ensure high standards in the storage and use of personal and confidential information. The Colidcott Report report of 1997 set out standards which we adhere to.

To view the full policy click this link: Caldicott Protocol Policy

COMPLAINTS PROCEDURE

At The Chorley Surgery we try our best to meet your expectations and to provide care to the highest quality we can. If something has gone wrong you have the right to complain. This policy explains how to do that and how we will respond.

To view the full policy click this link: Complaints Procedure Policy

COPYING CORRESPONDENCE TO PATIENTS

The Chorley Surgery will only make copies available of letters exchanged between us and other health professional or bodies where there is a benefit to the patient in doing so. This policy explains how we decide what we can share and how you can receive copies.

To view the full policy click this link: Copying Correspondence to Patients Policy

DID NOT ATTEND POLICY

If you are late for your appointment at The Chorley Surgery by more than 10 minutes, or do not arrive at all, it is recorded on your clinical record as ‘Did not attend’. This is a serious misuse of a valuable NHS service. If you cannot attend your appointment you must let us know so we can offer the appointment to another patient. If you repeatedly miss appointments you might be asked to find another doctor.

To view the full policy click this link: Did Not Attend Policy

DUTY OF CANDOUR

The Chorley Surgery embraces a culture of openness and truthfulness in order to improve the safety of patients, staff and visitors. This is to help improve levels of care but also means we will acknowledge when things go wrong.

To view the full policy click this link: Duty Of Candour Policy

FREEDOM OF INFORMATION

The Chorley Surgery recognises the right of any member of the public to make a Freedom of Information (FOI) request. Some situations are exempt from some requests and the policy outlines how we would process an FOI request.

To view the full policy click this link: =Freedom of Information Policy

GUIDE AND ASSISTANCE DOGS

The Chorley Surgery welcomes assistance dogs and will manage the presence of them while in the Surgery. A tour of the surgery can be arranged if this will help.

To view the full policy click this link: Guide and Assistance Dogs Policy

HOME VISITS

The Chorley Surgery offers home visits by Doctors and Nurse Practitioners to patients who are terminally ill, housebound or who are severely ill and cannot be moved. Otherwise we request patients attend appointments in The Chorley Surgery on Gillibrand Street. Our facilities there allow us to provide a higher level of care and helps us see more patients throughout the day.

To view the full policy click this link: Home Visit Policy

 

LATE ARRIVAL TO APPOINTMENTS

If you arrive late, but still within 10 minutes of your appointment time at the Chorley Surgery, we will still try our best to see you. But you may have to wait. One patient’s lateness can affect many other patients who have arrived on time. You have a duty to attend your appointment on time and to take into account the time it takes to travel, park and book in at reception. If you are more than 10 minutes late you will be marked as ‘Did not attend’ and you will need to make a new appointment.

To view the full policy click this link: Late Arrival to Appointments Policy No.121 v1.1

OBSERVERS

The Chorley Surgery will have present in the practice clinical and non clinical personnel (student nurses, doctors, paramedics, work experience students), who we refer to as ‘observers’

As part of their professional development and learning, they need to witness clinical consultations. Our observers are completing an important phase of their training and your support will help them to achieve their learning objectives.

You will be told if your clinician has an observer present and asked if you are happy for them to remain during the consultation.

Don’t worry; if you are not happy, they will leave before your clinician begins the consultation as we want you to feel as comfortable as possible during the consultation.

To view our Observers policy click this link: Observer Policy

ONLINE ACCESS

The Chorley Surgery offers online access to the surgery’s system where you can book or cancel appointments, order repeat medication and even view details of your medical records. This access is strictly controlled and you must register with the practice to be allowed this access. A form to register is included in the policy and you will be required to verify your identity in person before access is granted.

To view the full policy click this link:Patient Online Access Policy

PATIENT DIGNITY AND RESPECT

Staff at The Chorley Surgery will treat all patients and visitors respectfully and will afford them privacy and dignity in all appropriate circumstances.

To view the full policy click this link: Patient Dignity and Respect Policy

PROMOTING AND OFFERING CHOICE

When a referral is necessary, you will be offered a choice of services which are appropriate to your needs. During your consultation at The Chorley Surgery you will be given information to help you make the best decision that suits you.

To view the full policy click this link: Promoting & Offering Choice Policy

TRAVEL CONSULTATION PROTOCOL No.181

With increasing numbers of people travelling abroad, we recommend that you seek advice from our Practice Nurses regarding the appropriate vaccinations for your destination.  Please plan well ahead and book your appointment at least six weeks before you travel. Please see below the forms which can be printed and completed before coming in to book your appointment with the nurse.

Travel Consultation Protocol No.181(1)

VIOLENCE AND AGGRESSION

Staff at The Chorley Surgery will not tolerate any form of violence or aggression directed towards them or any other patient or visitor. Patients who are abusive, aggressive or violent will have a note placed in their medical record and they may be asked to find another doctor.

To view the full policy click this link: Violence and Aggression Policy