All 2nd appointments for the Pfizer COVID-19 vaccination have been cancelled, click here for more information.

See information regarding the COVID-19 vaccine here.

Read a letter explaining our role during the COVID-19 pandemic here.

Zero Tolerance Policy

A number of our staff have recently experienced foul and abusive language or behaviour from a minority of patients. This is not acceptable and we will not tolerate this sort of behaviour towards our staff – all of whom continue to work tirelessly during this pandemic. In line with our zero tolerance policy, if you are found to be abusive towards members of staff then appropriate action will be taken

Please be aware that it is not a GP’s responsibility to issue school letters of absence for your children, regarding COVID-19 or other illness. Government guidance is that school attendance is mandatory unless your child is self-isolating, has symptoms of COVID-19, is close to someone who has COVID-19 or has received a letter advising them to shield.

Practice Policies

Confidentiality & Medical RecordsLocked blue folder

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 Practioners 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.

ComplaintsCustomer service form

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Equality and Diversity

Lancaster Medical Practice is committed to both eliminating discrimination and encouraging diversity amongst our workforce and in relation to our patients and service users.

Lancaster Medical Practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age.

All employees will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. All employees will be helped and encouraged to develop their full potential to meet practice and practice needs.

The practice will:

• Create an environment in which individual differences and the contributions of staff are recognised and valued
• Ensure that every employee has a working environment that promotes dignity and respect
• Ensure that no form of intimidation, bullying or harassment is tolerated
• Provide training, development and progression opportunities to all staff
• Promote equality in the workplace as good management practice
• Review all employment practices and procedures to ensure fairness

Patients Seeking Private Treatment

We understand that some patients prefer to access treatment privately, as is your right. There are, however, implications of your decision to seek a private consultation.

Whilst you are undertaking private treatment, all prescriptions and associated care and monitoring - for example blood and other tests that may be required as part of this episode of care will also have to be undertaken privately. We are unable to ‘mix and match’ NHS and private care, this means that you cannot start a prescribed course of medication and have the monitoring for this drug undertaken on the NHS - any associated monitoring would also have to be undertaken privately. This is an important consideration and you should ensure that you either have sufficient funds available to fund the full course of treatment and everything associated with it, or that any medical insurer will meet the costs in full. We have to adopt a fair and equitable policy around these matters as we are often asked mid-way through a course of treatment to start to undertake some aspects of care in addition to what patients may be accessing privately. This guidance sits within the advice provided by both the General Medical Council (GMC) and the British Medical Association (BMA).

Your decision to seek private care does not in any way impact on your rights to access future NHS treatment for any condition and patients seeking private treatment also have the choice of switching from Private to NHS care at any time during their treatment but you would be referred for NHS care in the same way as any other patient.

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