Swanswell Medical Centre370 Gospel LaneAcocks GreenBirmingham, B27 7ALTel: 0121 706 5676
The doctors and staff make every attempt to provide a high quality service for our patients at all times.
If you feel dissatisfied with the service that you or a member of your family has received from any of us, please contact the Practice Manager and your complaint will receive a full and sympathetic hearing.
An explanation, and if appropriate an apology, will be given and every measure will be taken to ensure that a similar situation does not occur again.
The practice operates an official complaints procedure.
The practice does not discriminate on race, gender, social class, age, religion, sexual orientation or appearance, disability or medical condition.
Every patient is entitled to be treated in privacy and with courtesy and dignity.
All information held on patients is confidential and, excluding the NHS, will not be disclosed to third parties in a person identifiable form without consent.
It is practice policy to transfer personal identifiable data within the NHS only when absolutely necessary.
Access to information about you that is held on the practice computer, is governed by the Data Protection Act.
The Access to Medical Records Act, allows you to see, with some exceptions, the information held in your medical record. Please make an appointment with the Practice Manager should you wish to do so. Under the Act, fees may be payable for interpreting medical terms and copying records.
Professional staff periodically review patient records to assess the quality of services. You may withhold your consent for this purpose, without prejudice, by contacting the practice director.
For further information on how your health record is managed by the NHS, please click on the Care Data and Summary Care Record links on the right hand side-bar.
From 1 April 2015, general practices are required to allocate a named, accountable GP to every patient and to inform patients of their named GP by end March 2016. Your named, accountable GP is someone who can act as a point of contact at the practice; for example, if you are having difficulties coordinating or accessing health services and there is not another doctor who is already aware of the problem. This administrative arrangement does not prevent you from consulting with your preferred choice of doctor. Should you wish to know the name of your accountable GP, please contact the reception team.
The NHS operates a zero tolerance policy to aggression and violence. Police will be called to any incidents within the practice.
The Freedom of Information (FOI) Act came into force on 1st January 2005. The practice will comply with the FOI Act and sees it as an opportunity to enhance public trust and confidence in the practice. For more information, request a copy of the practice FOI Policy or website address: www.foi.nhs.uk
Our practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone will be a member of staff but, if preferred, you may also be accompanied by a family member or friend.
Your healthcare professional may also require a chaperone to be present for certain consultations, in accordance with our chaperone policy.
If you wish to have a member of the practice staff present during your consultation, please mention this to our reception staff when booking your appointment, or to your doctor at your consultation, and it will be arranged.
Remember, it is your right to have a chaperone and to refuse an examination if one is not available.
Our mission is to provide accessible, safe, high quality family medicine that is responsive to the health and social care needs of the individual and sensitive to their culture and diversity. We aim to do this to the best of our ability as a multi-professional team, liaising as necessary with other professionals and services within the community, hospitals and the voluntary sector. We will actively seek and listen to the recommendations of our patients to continuously improve services and we will provide care as effectively and efficiently as we can within our available resources.
The provision of holistic care that takes into consideration the values and preferences of the individual.
An organisational culture that promotes openness, fairness, learning and safe practice.
Treat everyone with dignity, respect and without discrimination.
Patients’ opinions and views about the quality, safety and delivery of services are fundamental to organisational quality improvement.
Staff well-being, team-working and professional development are actively promoted.
In line with the General Data Protection Regulations, please click on this link to access the Practice Fair Processing Privacy Notice.
The Safeguarding Lead at Swanswell Medical Centre is Dr Sheldon Steele. Dr Spencer James is the Deputy Safeguarding Lead in Dr Steele's absence.
Any safeguarding queries may be directed to them, or to the Practice Manager.
Safeguarding may involve children (including looked after children), and adults.
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