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our charter

We are Langworthy Medical Practice, serving Salford since 1978

Our purpose is to work in partnership with our patients to use our resources to provide the best health care possible. We welcome anyone living in the practice area that wishes to register with us.

The practice is a training centre for undergraduate medical students from Manchester University. Students sit in and observe consultations and are often asked to examine you and discuss your medical problems with the doctor teaching them. If you would rather see the doctor without a student present, please tell the receptionist before going into the consulting room.

We also train newly qualified doctors, known as Foundation Senior House Officers and specialist qualified Registrar doctors who are completing the training schedule for General Practice. Although these doctors are monitored, they run thier own surgeries and you can book to see them as with any other doctor.

If you would like more details on this, the practice or the services we offer please dont hesitate to contact us.

What you can expect from us:

  • We will try to see you as close as possible to your appointment time. Inevitably, delays occur and if this happens we will keep you informed.
  • We will also see you on the day if you think you have a medically urgent problem. We will try and see you within an hour of the time you have been asked to come in.
  • We will strive to maintain a high level of professional competence and confidence and provide you with a second or specialist opinion if required.
  • All our staff from Doctors to Nurses to clerical staff will treat you with respect and courtesy. We are not offended by complaints and consider them to be a learning opportunity to improve our service. Our PCT accredited complaints procedure is clearly displayed in reception and suggestions are always welcome.
  • We will maintain the highest levels of patient confidentiality releasing your information to other agencies only in accordance with data protection guidelines.

What we expect from you:

  • To be treated with the same courtesy by you. The vast majority of our patients maintain excellent relations with our practice. Occasional isolated outbursts of aggression which have frightened other patients have led us to decide that any episode of drunkenness or violence whether physical or verbal will result in immediate removal of the person from the practice list without notice or appeal and details of the incident may be circulated to the Health Authority and other local medical practices.
  • To keep appointments punctually or to cancel them by telephone.
  • Not to use the emergency or out of hours system except for genuine medical emergencies and not for sickness notes or lost or repeat prescriptions.
  • To let us know if you feel you have not achieved what you want from a consultation and give us a chance to remedy it before using the formal complaints procedure.

Complaints Procedure

The clinical and administrative staff here at Langworthy Medical Practice are continually striving to improve the level of service and medical care we offer to our patients. Sometimes though we have to accept that we may not have got it right in your opinion. If you are at all unhappy with the level of service you receive, we would like to hear about this...

Who do you complain to?

  • You can choose to complain directly to the practice.
  • Or, you can complain to the Patient Services Officer, North West Commissioning Support Unit (NWCSU), St James’s House, Pendleton Way, Salford M6 5FW.

How do you complain to the practice?

  • In person: speak to a member of staff, or request an appointment with Samantha Brown practice manager.
  • By letter: Address your letter of complaint to Samantha Brown practice manager.
  • By telephone: Request to speak to the practice manager Samantha Brown.
  • Please note that we do not accept complaints via email.
  • If you are making a complaint on behalf of somebody else, or you would like somebody to represent you when making your complaint we will require signed consent of the person involved for our records.

When should you complain?

  • As soon as possible.
  • Complaints should normally be made within twelve months of the date of the event that you are complaining about, or as soon as the matter came to your attention.
  • The time limit can sometimes be extended (as long as it is possible to investigate the complaint). An extension might be possible for instance in situations where it would have been difficult to complain earlier, for example when you were grieving or undergoing trauma.

What you need to provide.

  • Your full name, D.O.B and home address.
  • A clear description of your complaint.
  • A contact number.

What will we do?

  • All written complaints will be acknowledged in writing within three working days and you will be informed who will be the investigator.
  • Your complaint will be investigated within the practice which will involve speaking to both clinical and non-clinical staff as appropriate.
  • You may be invited to the surgery to discuss your complaint with the Senior Partner Dr L Addlestone and Samantha Brown practice manager.
  • We will aim to inform you within two weeks of the results of our investigations.

If you are dissatisfied with the outcome.

You may wish to contact the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP Tel 0345 0154033.

 

Patient Advice and Liaison Service

PALS offers confidential advice, support and information on health-related matters to:

  • Patients
  • Their families
  • Their carers

Officers from PALS are available in all hospitals.

How can PALS help?

PALS provides help in many ways. For example, it can:

  • Help you with health-related questions
  • Help resolve concerns or problems when you're using the NHS
  • Tell you how to get more involved in your own healthcare

PALS can give you information about:

  • The NHS
  • The NHS complaints procedure, including how to get independent help if you want to make a complaint
  • Support groups outside the NHS

PALS also helps to improve the NHS by listening to your concerns and suggestions.

Tel: 0161 212 6270
Email : This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Address: Patient Services, Greater Manchester Commissioning
               Support Unit, St James's House, 3rd Floor, Pendleton Way,
               Salford M6 5FW
 
However, for all primary related matters you should contact NHS England's contact centre who will be able to assist you. The contact details for the Contact Centre are as follows:
 
Tel: 0300 311233
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

news & blog

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23rd June 2015 - NAMED GP
 
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 - Flu Clinic
 
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salford university

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  • Open To Salford University Students,
    Monday to Friday 09:00 - 17:00
  • Call: 0161 295 4209 / 4287