Practice Policies

Patients’ Rights and Responsibilities

Our aim is to offer appointments in an appropriate time frame. It helps to maintain this access if patients always cancel any appointments that they cannot make, even at short notice. Missed appointments are very frustrating, particularly when very busy or we are short of appointments. Staff are expected to always be courteous and similar courtesy is expected from patients. The practice operates a zero tolerance of abuse, both verbal and physical. In rare instances when patients are removed from the list for aggressive or violent behaviour against staff or premises, details of the patient and their violent act will be shared with other health and welfare agencies insofar as it is necessary to protect others.

Patient Information

The surgery is a computerised practice registered under the Data Protection Act. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. There are times when information is shared with others such as the Health Authority or Wirral Health Commissioning Consortium (WHCC). This is always done confidentially or by removing identifying details. Wirral also has an electronic health register which shares patient information between the local hospitals and local GPs.

Please see the below policies for more information on how we store and use your personal data:

LGP Data Security & Protection Policy

LGP Access to Health Records Policy and Disclosure of Personal Data Procedure V1.1

LGP Privacy Notice June 2022

Lawful basis for processing data

GDPR- Patient fair processing notice

Privacy notice for children

Your data matters:

Your Data Matters to the NHS

This practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital. For more information about this see the General Practice Transparency Notice for GPES Data for Pandemic Planning and Research (COVID-19).

Suggestions, Compliments and Complaints

These are welcomed for improving services and also telling us what is and isn’t done well. The aim is to provide the best possible service, but there may be times when you feel this has not happened. You may wish to mention this at the time to the member of staff involved and, hopefully, any issues can be resolved then. If you feel you have grounds for a complaint, please contact the Practice Manager in writing. This can be a letter or an email to cmicb-wi.liscardpm@nhs.net

It is believed that most complaints can be dealt with by the practice to the satisfaction of patients. However, this does not affect your rights to contact the Ombudsman or PALS 0800 195 4462 (freephone).

Please Note:

We regularly review our policies – any updated/ new policies will be uploaded to this page once approved.

If you have a question surrounding policy/procedure which is not currently on this page, please feel free to contact the surgery,

Thank you