Blog Archive

How do I update my personal information?

If you have a new address or phone number then please contact our reception team who will be able to update your details on our system. It is essential we have the most up to date information about you for communication and alert purposes.

Are you open on Bank Holidays?

No, we are closed on Bank Holidays. However, if you need medical advice or attention during this time you can:

Visit your pharmacy – Your local pharmacy can provide confidential, expert advice and treatment for a range of common illnesses and complaint. Visit NHS Choices to find a pharmacy open near you.

Call NHS 111 – If you need urgent medical advice but your condition is not life threatening. NHS 111 Is open 24 hours a day, 365 days a year. Calls are free from landlines and mobiles.

A&E or 999 – for a genuine medical emergency including; loss of consciousness, acute confused state and fits that are not stopping, persistent and/or severe chest pain, breathing difficulties, severe bleeding that cannot be stopped.

Do you close at lunchtimes?

No – our reception is open over lunchtime however our doctors will be often conducting home visits during that time.

What is CQC?

The CQC (Care Quality Commission) is the organisation making sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.

Before a care provider can carry out any of the activities that regulated by the CQC, they must register and satisfy them that they will be able to meet a number of legal requirements. Activities regulated includes the treatment, care and support provided by hospitals, GP practices, dental practices, ambulance services, care homes and home-care agencies.

For more information about the CQC, you can visit their website.

How do I register with the practice?

If you live within the practice boundaries (if you are unsure our team will be happy to help) you can register at the practice.

You can either register by visiting our practice and speaking to one of our reception team who will help you complete a form or by downloading the form beforehand and taking it to our reception team.

More information can be found on our ‘New Patient registration’ page.

How Do I Book Appointments Online?

You can book appointments and order repeat prescriptions online by registering for Patient access. Please ask at reception for more details.

Due to Covid-19 pandemic and to allow us to safely manage the potential infection we have temporarily disabled this option. We are sorry for the inconvenience this may cause and will notify our patients as soon as the online booking is active again.

Why Does The Receptionist Need To Ask What’s Wrong With Me?

The reception staff are members of the practice team and it has been agreed they should ask patients ‘why they need to be seen’. Reception staff are trained to ask certain questions in order to ensure that you receive the most appropriate medical care from the most appropriate health professional at the most appropriate time.

The receptionists are asked to collect brief information from patients to help:
– doctors prioritise house visits and phone calls
– ensure patients receive the appropriate level of care
– direct patients to see the nurse or other health professionals rather than a doctor where appropriate.

Reception staff, like all members of the team, are bound by confidentiality rules:
– Any information given by you is treated strictly confidentially.
– The practice would take any breach of confidentiality very seriously and deal with it accordingly.
– You can ask to speak to the receptionist in private, away from the reception desk.
– However, if you feel your issue is very private and do not wish to say what this is, then this will be respected.

When Will My Prescription Be Ready?

If you have submitted a repeat prescription, please allow 3 working days prior to collection.

The prescription query line is open between 2pm and 4pm Monday – Thursday and 2pm – 3pm on Friday.

Tel: 01606 544300 option 3

How Do I Make A Complaint?

Complaints

At Firdale Medical Centre we always strive to provide the best possible service for our patients with resources available to us. If you wish to raise a concern or a complaint please in the first instance, speak to Adrienne Jones our Lead Receptionist on 01606 544300 or personally. It may be possible to find the solution or if necessary to arrange meeting to discuss your complaint in detail. If you are unhappy with the solution your complaint will need to be in writing to Marek Matuszczak, Patient Services Manager, Firdale Medical Centre, Firdale Road, Northwich, Cheshire, CW8 4AZ. We will look into your complaint and send you a written acknowledgment within 3 working days. Once the complaint has been fully investigated we will write to you again with an explanation or suggest a meeting with either Practice Service Manager or Senior Partner. This process should not take longer than 25 working days.

If you are sill unhappy with the outcome you may wish to contact NHS England Contact Centre on 0300 3112233 (Monday to Friday 8am—6pm) or write to them at NHS England, PO Box 16738, Redditch, B97 9PT or by email
england.contactus@nhs.net.

If you need help to make your complaint you can also contact the Independent Advocacy Service  (ICAS) by phone on 08080 8023000 or via their website www.carerfederation.co.uk

Finally if you are still dissatisfied you may consider taking your complaint to the Ombudsman. You can do this after all attempts for a local resolution have been exhausted. You should do this within 12 months of the date of the letter telling you about the outcome of your complaint. You have the right to ask the Ombudsman to review your case. The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations.

The Ombudsman can be contacted by telephone on 0345 015 4033 email phso.enquiries@ombudsman.org.uk or by writing to the Parliamentary and Health Service Ombudsman Millbank Tower, Millbank, London SW1P4QP

Comments and Suggestions

We welcome constructive comments and suggestions about our services and have a suggestion box in the waiting room for this purpose.

Alternatively you may ask to speak to the Patients Services Manager.

Care Quality Commission (CQC) welcome comments about the operation of NHS services and can be contacted on 03000 61 61 61 or by email at enquiries@cqc.org.uk. There is also online form can be found at www.cqc.ogr.uk

How Do I Get My Test Results?

For the results of x-rays, blood tests and urine tests, your GP will advise you, how you should collect your results. If you require a further appointment, you will be contacted by the surgery.

If you telephone the practice please do so between 2pm and 4pm , when a staff member will be available to deal with your request. Call 01606544300 option 2