If you feel you would like a chaperone present at your consultation please inform your doctor/nurse who will be happy to arrange this for you.

The practice prides itself in maintaining professional standards. For certain examinations during consultations an impartial observer (a ‘chaperone’) will be required.

This impartial observer will be a practice nurse or health care assistant who is familiar with the procedure and be available to reassure and raise any concerns on your behalf. If a nurse in unavailable at the time of your consultation then your examination may be re-scheduled for another time.

You are free to decline any examination or chose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined.

The role of a Chaperone

A chaperone is there to:

• Maintain professional boundaries during intimate examinations
• Acknowledge a patient’s vulnerability
• Provide emotional comfort and reassurance
• Assist in the examination
• Assist with undressing patients, if required

The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:

• Have a publication scheme in place
• Allow public access to information held by public authorities.

The act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland. However, it does not cover personal information such as patient records, which are covered by the Data Protection Act.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.

The surgery publication scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:

• who we are and what we do
• what we spend and how we spend it
• what our priorities are and how we are doing it
• how we make decisions
• our policies and procedures
• lists and registers
• the services we offer

You can request our publication scheme leaflet at the surgery.

Who can request information?

Under the act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him/her. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use. 

How should requests be made?

Requests must:

• be made in writing (this can be electronically e.g. email/fax)
• state the name of the applicant and an address for correspondence
• describe the information requested.

What cannot be requested?

Personal data about staff and patients covered under Data Protection Act.

For more information see these websites:

• Legislation GOV.UK
• Information Commissioners Office

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built practice and endeavour to keep it clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to our reception staff.

Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

• Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems
• Carry out an annual infection control audit to make sure our infection control procedures are working
• Provide annual staff updates and training on cleanliness and infection control
• Review our policies and procedures to make sure they are adequate and meet national guidance
• Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk
• Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection
• Make alcohol hand rub gel available throughout the building

We have allocated a named accountable GP for all of our registered patients. If you do not know who your named GP is, please ask a member of our reception team. Unfortunately, we are unable to notify patients in writing of any change of GP due to the costs involved.

As a patient of Orchard Medical Centre, you have a right to have your complaint acknowledged and investigated properly. This organisation takes complaints seriously and ensures that they are investigated in an unbiased, transparent, non-judgemental and timely manner.

Orchard Medical Centre will maintain communication with the complainant (or their representative) throughout, ensuring they know the complaint is being taken seriously.

The complaints manager is Jade Shawcross Practice Manager. They are responsible for managing all complaints procedures. 

Definition of a complaint versus a concern

NHS England defines that a concern is something that a service user is worried or nervous about and this can be resolved at the time the concern is raised whereas a complaint is a statement about something that is wrong or that the service user is dissatisfied with which requires a response.

It should be noted that a service user could be concerned about something and raise this matter, however, should it not be dealt with satisfactorily, then they may make a complaint about that concern.

Formal or informal?

There is no difference between a “formal” and an “informal” complaint. Both are expressions of dissatisfaction. 

It is the responsibility of the complaints manager to consider whether the complaint is informal and therefore early resolution of an issue may be possible. If the complaints manager believes an issue can be resolved quickly then this organisation will aim to do this in around 10 working days and, with the agreement of the enquirer, we will categorise this as a concern and not a complaint. 

However, if the enquirer is clear that they wish to formalise the complaint, then the organisation will follow this complaints policy in full.

Complaints information

Orchard Medical Centre has prominently displayed notices in Reception detailing the complaints process. In addition, the process is included on the organisation website and a complaints leaflet is also available from Reception. 

If you are not happy with the care or treatment that you have received at Orchard Medical Centre then please contact the Practice Manager, Jade Shawcross either in writing to:

Orchard Medical Centre
10 Leigh Road
Boothstown
Worsley
M28 1LZ

Email: gmicb-sal.orchardmedical@nhs.net or call 0161 702 8579

The Practice Manager will aim to respond to all complaints within 14 working days and will investigate your complaint as quickly as possible, usually within 28 working days, but this can take up to 6 months due to pressures within the practice. 

Most complaints are dealt with by the practice manager as the majority of patients are satisfied with the outcome of the investigation. But if you are not happy with this then there are further steps that can be taken.

The NHS complaints procedure explained 

The NHS Constitution explains your rights when it comes to making a complaint. You have the right to:

• have your complaint dealt with efficiently, and be properly investigated 
• know the outcome of any investigation into your complaint 
• take your complaint to the independent Parliamentary and Health Service Ombudsman if you’re not satisfied with the way the NHS has dealt with your complaint 
• make a claim for judicial review if you think you’ve been directly affected by an unlawful act or decision of an NHS body 
• receive compensation if you’ve been harmed  

Most issues can be resolved without you having to make a formal complaint. Try having an informal chat with your doctor or a member of staff first. A formal complaint takes time and minor issues are resolved quickly if you just speak to a person on sight. For example, if you have problems booking a GP appointment speak to the practice manager about it. If you are worried about something during your hospital outpatient appointment talk to one of the nurses or the clinic manager. 

NHS England calls this informal process ‘local resolution’ and urges everyone to see if things can be solved there and then before they escalate to a real problem.
However, if despite everything this doesn’t solve your problem, or even if it does but you would still like to make a formal complaint, you should follow the NHS complaints procedure as described below.

The NHS complaints process

Stage one: Making a complaint

If you don’t feel like you can solve issues informally then you should make a formal complaint to your service provider such as your GP, dentist, hospital or pharmacist. If you cannot make a complaint yourself, then you can ask someone else to do it for you. 

Every NHS organisation has a complaints procedure. To find out about it, ask a member of staff, look on the hospital or trust’s website, or contact the complaints department for more information. You probably have to make the complaint in writing.

However, if you feel too uncomfortable to complain to the service provider directly then you can make a complaint to the commissioner of the services instead. NHS services are commissioned, planned and paid for by either NHS England or ICBs (integrated care boards).

Note: if you have already complained to your service provider then the commissioner will not be able to reinvestigate the same concerns. In this case you should proceed to stage two of the complaints process.

NHS England is responsible for purchasing primary care services such as GPs, dentists, pharmacists, optical services and some specialised services, and you should contact them if you wish to complain about any of these services. 

When you contact NHS England via email (england.contactus@nhs.net) ensure you state ‘For the attention of the complaints manager’ in the subject line. 

You should provide as much information as possible to allow NHS England to investigate your complaint, such as:

• your name and contact details 
• a clear description of your complaint and any relevant times and dates 
• details of any relevant healthcare providers or services 
• any relevant correspondence, if applicable 

When should I complain?

As soon as possible. Complaints should normally be made within 12 months of the date of the event that you’re complaining about, or as soon as the matter first came to your attention.

The time limit can sometimes be extended (so long as it’s still possible to investigate the complaint). An extension might be possible, for instance in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma. 

If you made your complaint to NHS England you will receive the findings of the investigation together with an appropriate apology and the changes or learning that have taken place as a result of the investigation.

Stage two: I am not happy with the outcome of my complaint

If you are unhappy with the outcome of your complaint you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.

The Parliamentary and Health Service Ombudsman’s role is to make final decisions on complaints that have not been resolved locally by either the organisation or the Integrated Care Board (ICB). The Ombudsman will look at complaints when someone believes there has been injustice or hardship because an NHS provider has not acted properly or has given a poor service and not put things right. 

The Ombudsman can recommend that organisations provide explanations, apologies and financial remedies to service users and that they take action to improve services.

Tel: 0345 015 4033

If you have problems with your hearing or speech then you can use a textphone (minicom) on 0300 061 4298. (Calls to these numbers cost the same as a call to a UK landline.) You can also call using Text Relay.

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by contacting the practice.

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can opt-out via our online form.

More Information

For further information visit the NHS Care records website.

Help us to help you

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Doctor’s Responsibilities

• You will be greeted courteously
• You have a right to confidentiality
• You have the right to see your medical records subject to the limitations of the law
• You will be seen the same day, if your problem is urgent
• You will be seen by your doctor whenever possible
• You will be informed if there will be a delay of more than 20 minutes for your appointment
• You will be referred to a consultant when your GP thinks it necessary
• You will be given the result of any test or investigation on request or at your next appointment
• Your repeat prescription will be ready for collection 48 hours after your request
• Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

Patient’s Responsibilities

• Please treat all surgery staff with the same respect – we are all just doing our job
• Do not ask for information about anyone other than yourself
• Tell us of any change of name or address, so that our records are accurate
• Only request an urgent appointment if appropriate. Home visits should only be requested if you are too ill to attend the surgery and night visits should be for emergencies only – the doctor on-call will be at work as usual the next day
• Please cancel your appointment if you are unable to attend
• Please be punctual but be prepared to wait if your own consultation is delayed by an unexpected emergency
• Please allow sufficient time for your consultant’s letter of the results of any tests to reach us
• You will be advised of the usual length of time to wait
• Use the tear-off slip to request your repeat prescription whenever possible. Please attend for review when asked, before your next prescription is due
• Do let us know whenever you feel we have not met our responsibility to you
• We would, of course, be pleased to hear when you feel praise is due

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abuse, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.