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About The Practice

Old Swan Health Centre

The practice moved into the newly built health centre in April 2002. The health centre offers a pleasant and welcoming atmosphere with disabled access. An excellent team of both clinical and administrative staff support the doctors.

Misssion Statement

As a united team of primary health care professionals, our common goal is to develop high quality services for our patients in order to prevent illness and promote good health.

New Patients

New patients who live within our defined practice area may apply to register with the practice. An application form is to be completed. It is the doctor's decision whether or not to accept a patient on to our practice list. This process can take up to five working days. All successful applicants will be offered an appointment with the practice nurse for a pre-registration medical. No registration will be completed until this medical has been completed.

Confidentiality

We provide a confidential service to all our patients, including under 16s. Information from medical records is strictly confidential and will only be divulged with your written consent.

Your medical records are kept on a secure computer network, and we are registered under the Data Protection Act. The practice will ensure confidentiality is maintained at all times. Information is shared strictly on a need-to-know basis with practice staff and other health professionals when necessary to ensure good quality patient care. If you have any worries about confidentiality please feel free to ask a member of staff.

Complaints Procedure

We always try to present the best service possible, but there may be times when you feel this has not happened. If you need to complain about any aspects of our service, or would like to express your concerns, please ask to speak to the practice manager. You may also ask for an appointment with any of the doctors to discuss your concerns.

If you do not wish to discuss the matter you may put your complaint in writing to the Practice Manager. We will endeavour to acknowledge your written complaint within two working days and investigate it within 10 days. You may be invited to attend a meeting with the practice manager and a doctor.

If you are not satisfied with the outcome of our investigation you can contact the Complaints Manager, Liverpool Primary Care Trust, Laurel Road, Liverpool L7 0LS who will investigate the matter further on your behalf .

Suggestions and Comments

We welcome comments and constructive suggestions to help us improve the service. If you have any comments or suggestions, we would encourage you to speak to the practice manager or any member of the practice team.

Patient Participation Group

We have an active patient group who hold bi-monthly meetings.  The group discusses current issues and developments in the Practice as well as getting involved in health education and promotion.  They also provided positive support in setting up and reviewing our patient surveys.  If you would like to get involved or would like further information regarding the group please contact the Practice Manager.

Staff Protection

The practice will not tolerate violent or abusive behaviour. Any person who is abusive or threatening to staff, another patient or damages health centre property will be asked to leave the premises and will be removed from the practice register.

Freedom of Information Act - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available. The scheme is available from reception.

Disabled Access

Wheelchair access to the building is through the main entrance. All patient services are on the ground floor. A disabled toilet is available.