Stethoscope

Oxford Road Medical Centre | 25 Oxford Road | Burnley | Lancashire | BB11 3BB | telephone 01282 731 650

Oxford Road Medical Centre

 

 

 

 

East Lancs CCG

The area served by Oxford Road Medical Centre is in the district covered by East Lancashire Clinical Commissioning Group(CCG).  The CCG is responsible for ensuring you get all the health services you need.  For details of the CCG go to: www.eastlancsccg.co.uk


Change of 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.


Freedom of Information

The Surgery conforms to the requirements of the Freedom of Information Act 2000. We have produced a publication scheme in accordance with the Act, a copy of which is available from reception. You can also click on the image below to download the publication scheme from this website:

ORMC Publication Scheme


Data Protection Act 1998

The Practice fully complies with the Data Protection Act 1998. Under the Act patients have a right to be informed whether personal data about them is being processed and have the right of access to the data. Patients can review the data processed and formal applications for access should be made in writing to the Practice Manager. A fee may be charged for this.


Suggestions and Complaints

A complaint may be made to the Practice Manager, who is responsible for investigating complaints at the Practice and ensuring that action is taken in light of the outcome of any investigation.  A leaflet is available from the Practice Manager detailing the Practice Based Complaints Procedure.

Alternatively, if you do not wish to raise your concern/complaint directly with the practice, all complaints, concerns and enquiries regarding Independent Contractor Services (eg GP, Dentist, Pharmacy, Opticians) should be directed to NHS England on:
0300 311 22 33
Email: [email protected]

Complaints regarding commissioning decisions/issues re individual patient funding requests and continuing health complaints should be directed to:
Lancashire Commissioning Support Unit Customer Care Department on:
0800 032 2424
Email: [email protected]

For help and assistance in making a complaint, you may wish to contact the NHS Complaints Advocacy on 0300 330 5454.

Policy on Violent or Abusive Patients

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff.  The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress.  It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.

Patient Charter

We aim to provide the best possible service to our patients and hope you feel that we achieve this aim.  The care of your health is a partnership between yourself and the Primary Care Health Team.  The success of that partnership depends on an understanding of each other’s needs.

Our Responsibility to you:

  • 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 medical need is urgent
  • You will be seen by the Doctor of your choice wherever 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 feels it necessary
  • You will be given the result of any test or investigation on request.
  • Your repeat prescription will be ready for collection within 48 hours of your request
  • Your suggestions and comments about the service we offer will be considered sympathetically and any complaint dealt with quickly

Your Responsibility to us:

  • Please treat all Surgery Staff with respect
  • 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 or home visit if appropriate
  • Please cancel your appointment if you are unable to attend
  • Please be punctual, but be prepared to wait if your consultation is delayed by an unexpected emergency
  • Use the tear off slip to request a repeat prescription and attend for review when asked
  • Please let us know when you feel that we have not met our responsibility to you but please give praise when it is due