Role of reception

The receptionist is a good place to start when you want help. Not only do they know what’s available at the practice, they often have a great deal of knowledge about health services in your local area.  Because a GP receptionist is a patient’s first point of contact his/her behaviour and attitude set the tone for the patient’s entire health care experience. For this reason, a GP receptionist’s most important function is to ensure that the patient’s experience is a positive one and that all patients are treated with dignity and respect.  One of the most common complaints about receptionists is that they’re obstructive and don’t want anyone to get past them. It’s unfortunate this is how they’re perceived, because generally it couldn’t be further from the truth.  The main role of reception staff is helping you to get the help you need and they will always offer all the options available to help each patient.  They may ask you some questions which will help guide you in the right direction or to identify the best option to suit your needs.

When should a patient see a nurse?

Nurse Consultants based at our practice treat patients for a wide range of common conditions which include minor injuries, acute illnesses, travel vaccinations, immunisations and they are qualified to prescribe from a range of medicines and refer patients to hospital departments.  Our practice nurse is also trained to run routine clinics for certain conditions, such as diabetes, asthma and heart disease.  Our reception staff will be able to advise whether a nurse appointment is appropriate.

Nursing care at home

We work closely with other healthcare professionals who are part of our Primary Health Care Team working in the community, such as the district nursing team, midwives and health visitors.  If you have an illness or incapacity that means that you need nursing care in your own home, the district nurse will visit you. Patients who are likely to benefit from this service include the housebound, the elderly, people with a terminal illness, and those who have recently been discharged from hospital. District nurses provide wound care, palliative care, continence advice, health promotion advice and advice on co-ordinating care packages. If you move permanently into a care home locally, the district nurse may be able to continue your care. Your GP may also be willing to continue to care for you, or a number of GPs may provide services for the residents of local care homes.

Who has access to patient information?

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can provide the best possible care. We have a fully computerised medical record system which means information about your healthcare is held on a secure server. You have the right to know what information we hold about you. Please ask the receptionist if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter. NHS Connecting for Health has established a National Care Records Service and a Summary Care Record (SCR) for each individual patient is held centrally.  The aim is to enable healthcare staff jointly involved in your care, such as your GP and your hospital consultant, to easily access and share information through this national record. You have the right to withdraw your consent to information being shared. In the future you will be able to access your own record online.

Policy on violent or abusive patients

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

Change of patient’s personal details

If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records. If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

How can patients have their say?

Shifa Surgery are keen to recruit patients to our Patient Group (PPG).  The group is made up of ‘patient volunteers’ with a range of experience which we can draw upon to help improve services and patient experience so that you as patients get the most from our Surgery.  If you would like to join the patient group please contact the Practice.

Other Information

The average pay for GPs working in Brookhouse Medical Centre in the last financial year was £22,613 before tax and NI. This calculation is for 1 full-time GP and 2 Locums who have worked in the practice for more than 6 months.

Practice privacy notice

Please click here for Practice privacy notice.

Complaints

We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please write to the Practice Manager outlining your concerns.  A full investigation will take place and we will respond in writing within 14 days.

Complaints Manager
Brookhouse Medical Centre
Whalley Range
Blackburn
BB1 6EA