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At Fishergate Hill Surgery, we are dedicated to providing a high standard of care in a safe and respectful environment for both our patients and staff. We operate a zero-tolerance policy towards any form of abusive, threatening, or violent behaviour.

Unacceptable Behaviour

We consider the following actions unacceptable:

• Verbal abuse: This includes shouting, swearing, offensive language, or any communication intended to cause distress or fear.
• Physical abuse: Any aggressive actions, such as hitting, pushing, or attempting to intimidate staff or other patients.
• Harassment: Persistent unwanted behaviour that causes discomfort, fear, or disruption, including any form of sexual harassment, bullying, or discrimination.
• Threatening behaviour: Any suggestion or act of violence, intimidation, or harm to others.

Our Commitment to Safety

We are committed to ensuring a safe and professional environment for all, and we will not tolerate any behaviour that compromises the wellbeing of our staff or other patients. All instances of inappropriate behaviour will be dealt with promptly and firmly.

Consequences of Breaching the Policy

Patients or visitors who display unacceptable behaviour may face:

• Immediate removal from the premises.
• A formal warning issued by the practice.
• De-registration from the practice.
• Involvement of the police or legal action where necessary.

We expect all individuals visiting our practice to treat each other with dignity and respect. By working together, we can create a positive and supportive environment for all.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Fishergate Hill Surgery.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints.  Alternatively, ask to speak to the complaint’s manager.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

NHS Lancashire and South Cumbria Integrated Care Board

Telephone: 0800 032 2424

Email: mlcsu.lscpatientexperience@nhs.net

Or in writing to:

NHS Lancashire and South Cumbria ICB

Jubilee House, Lancashire Business Park

Leyland, PR26 6TR

A complaint can be made verbally or in writing.  A complaints form is available from reception to help with this.

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will acknowledge all written complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Fishergate Hill Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Fishergate Hill Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

Fishergate Hill Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.

Final response

Fishergate Hill Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Further action

If you are dissatisfied with the outcome of your complaint from either this organisation or the ICB, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at:

Citygate, 47 – 51 Mosley Street

MANCHESTER

M2 3HQ

Tel: 0345 015 4033

www.ombudsman.org.uk

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.

To requests proxy access:

• • collect a proxy access form from reception

Linked profiles in your NHS account

Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.

The NHS website has information about using linked profiles to access services for someone else.

All GP practices are required to declare the mean earnings for GPs working to deliver NHS services to patients at each practice.

The mean earnings for GPs working in Fishergate Hill Surgery in the financial year ended 31st March 2024 was £59,849 before deduction of employee’s superannuation contributions, tax and National Insurance. This is the average pay for the 2 full-time GPs, 4 part-time GPs who worked in the practice for more than 6 months during that year

Latest CQC Report:

http://www.cqc.org.uk/location/1-594791330

This is a Statement of Purpose for Fishergate Hill Surgery which sets out the following information:

• The full name of the service provider together with the business address, and telephone number.
• The legal status of the service provider.
• The aims and objectives in carrying on the registered activity.
• The types of service provided for the purpose of carrying out the regulated activity

Fishergate Hill Surgery is a General Practice Partnership open to all patients living within the practice boundary of Preston, Ashton-on-Ribble & lower Penwortham Lancashire(see Boundary map on website).

Fishergate Hill Surgery is a General Medical Services practice (GMS) offering primary care services for the diagnosis/screening, prevention of disease, family planning and is a registered training practice for Manchester University.

The practice helps patients to manage their health and prevent illness. GPs assess, diagnose, treat and manage illness. They carry out screening for some diseases and promote general health and wellbeing. GPs act as the patient’s advocate by supporting and representing a patient’s best interests in order to ensure they receive the best and most appropriate health/social care. GP’s provide family planning service for the insertion or removal of an intrauterine contraceptive device by, or under the supervision of, a health care professional.

The GPs also provide the link to further health services and work closely with other healthcare colleagues. They will arrange hospital admissions and referrals to other services and specialists and link with secondary and community services about patient care, taking advice and sharing information where needed. GPs record important information from other healthcare professionals involved in the treatment of our patients.

Our GPs are also involved in the education and training of doctors, trainee medical students, practice staff and other healthcare professionals who work for the practice.

Address:
Fishergate Hill Surgery
50 Fishergate Hill
PRESTON
PR1 8DN
Tel: 01772 254484
Web site: www.fishergatehill.org.uk