Practice Policies

  • Suggestions & Complaints

    Glenroyd Medical aim to offer the highest standard of healthcare and advice with the resources available to the Practice.  We are continually striving to improve our services and patient feedback is important to us.  If you are unhappy with the services provided, please let us know, to enable us to investigate and resolve the situation amicably.

    Receiving of complaints

    The Practice may receive a complaint made by, or (with his/her consent) on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice, or where the patient is a child:

    • by either parent, or in the absence of both parents, the guardian or other adult who has care of the child
    • by a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989; by a person duly authorised by a voluntary organisation by which the child is being accommodated
    • where the patient is incapable of making a complaint, by a relatve or other adult who has an interest in his/her welfare

    Time limit for making a complaint

    The period for making a complaint is normally:

    • 12 months from the date on which the event which is the subject of the complaint occurred; or
    • 12 months from the date on which the event, which is the subject of the complaint comes to complainant's notice


    The Practice Manager and Responsible Person, Dr S A Shearer has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner.


    To whom should I complain to initially?

    If you are unhappy with our services please let us know.  Please address all complaints in writing to Stephanie Pixton, Assistant Practice Manager, Glenroyd Medical, Moor Park Health & Leisure Centre, Bristol Avenue, Blackpool FY2 0JG or alternatively, you may email your complaint to

    We shall aim to acknowledge your complaint within three working days and offer you the opportunity to meet face to face to discuss your concerns.

    Your complaint shall be fully investigated by talking to the staff involved and taking any necessary actions.

    If it is not possible to deal with your complaint within the period agreed, we shall write to you explaining the reasons for the delay.

    Alternative to making a complaint to the Practice

    In the first instance, we recommend that any complaints about primary care services are made to the practice following the above procedures.  However, we do recognise that you may not always feel comfortable raising the complaint directly and for this reason you can submit your complaint in writing to:

    NHS England

    PO Box 16738

    Redditch B97 9PT

    Tel: 0300 311 22 33 (Mon-Fri 8.00 - 6.00)


    If you remain unsatisfied with our response, you can write to the Parliamentary and Health Service Ombudsman who are completely independent of the NHS.  You can contact the Ombudsman as follows:


    Parliamentary and Health Service Ombudsman

    Millbank Tower



    SW1P 4QP

    Tel: 0345 015 4033 (Mon-Fri 8.30 - 5.30)





    We ask you for information so that you can receive proper care and treatment.  We keep this information, together with details of your care because it may be needed if we see you again.
    We may use information for other reasons, for example to help us protect the health of the public generally and to see that the NHS runs efficiently, planning for the future and training staff.  Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.
    Sometimes the law requires us to pass on information, for example, to notify a birth.
    The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner.  The Register does not contain clinical information.
    You may be receiving care from other people as well as the NHS.  So that we can all work together for your benefit we may need to share some information about you.
    We only ever use or pass on information about you if people have a genuine need for it, in your and everyone's interest.  Whenever we can, we shall remove details which identify you.  The sharing of some types of sensitive personal information is strictly controlled by law. 
    The main reasons for which you information maybe needed are: 

    • Giving you health care treatment
    • Looking after the health of the general public
    • Managing and planning the NHS e.g. making sure that our service can meet patient needs in the future, preparing statistics on NHS performance and activity, investigation complaints

    Glenroyd Medical Strategy and Mission Statement

    Our strategy is to encourage innovation and sustainability within social care to improve our efficiency, and effectiveness. We aim to improve quality as a result of our approach to monitoring and regulation.

    Our Mission Statement

    “To maintain our position at the forefront of primary care and to offer the patients the highest standard of healthcare and advice within the resources available to the Practice. We are committed to ensure that all practice staff and Doctors are trained to the highest level and to provide an efficient and caring service to the patients”.

    Commitment to Staff

    • The Practice will endeavour to encourage and assist the individual to fulfil their personal development.
    • The Practice will support training needs.
    • The Partners and management will hold regular and informative meetings with staff.
    • Mutual support and respect from colleagues and doctors.

    Commitment to Patients

    • Patient will be treated as an equal in the care and attention they receive.
    • Patients will be treated as individuals and will be given courtesy and respect at all times, irrespective of their ethnic origin, religious belief, personal attributes or the nature of their health problem.
    • Patients will be given the most appropriate care, administered by suitably qualified people.
    • No care or treatment will be given without informed consent.
    • Patient will receive information about the services that we provide and every effort will be made to ensure that they receive information that directly affects their health and the care being offered.
    • People involved in the care of patients will give their names and ensure that they know how to contact them.

    Quality Service

    • In line with the Patients Charter, we are committed to giving you the best possible service. This will only be achieved by working together, help us to help you.
    • You will be treated as an equal in the care and attention you receive.
    • You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
    • Following discussions, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent.
    • You have the right to see your health records, subject to any limitations in the law, which will be kept confidential.
    • We will give you information about the service we offer. Every effort will be made to ensure that you receive the information, which directly affects your health and the care being offered.
    • People involved in your care will give you their names and ensure that you know how to contact them. Please let us know if you change your name and address.
    • It is our job to give you treatment and advice in the interest of your health, it is important that you understand all the information given to you. Please ask us questions if you are unsure of anything.
    • We need help too. Please ask for a home visit only when you feel it is truly necessary and only when patients are too ill to visit the surgery. We can develop and improve facilities and services within the Practice if we make efficient use of our time. Without your help and co-operation, these developments cannot be sustained.
    • Please do everything you can to keep appointments, tell us as soon as possible if you cannot, and be ready to tell us details of your past illnesses, medication, hospital admissions and any other relevant details.

    Patient Rights

    You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

    We will:

    • Ensure our patients have 24-hour access to medical advice.
    • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
    • Work in partnership with you to achieve the best medical care possible.
    • Involve you and listen to your opinions and views in all aspects of your medical care.
    • The prevention of disease, illness and injury is a primary concern.

    The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

    • Let us know if you intend to cancel an appointment or are running late.
    • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
    • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

    As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

    Violence Statement

    The Practice believes that its staff, patients and others have a right not to be subjected to any kind of harassment or abuse. In order to protect and support staff, patients or visitors from any unacceptable behaviour, the Practice reserve the right to take appropriate action.

    This can include

    • Asking patients or relatives or others to modify their behaviour
    • Requiring relatives or others to leave the premises if their behaviour compromise staff’s ability to provide an appropriate level of care to the patients in their charge.
    • Reporting acts of harassment or abuse to the police.

    The purpose of this policy is to protect staff, patients relatives and visitors from any form of harassment or bullying.


    files_4To have access to your medical records, you must apply to the Practice Secretary in writing, via email or verbally.

    We will process applications for access received from patients, the parent/guardian of a child, a personal representative of a deceased patient or a person appointed to look after the affairs of a patient incapable of doing so personally.

    Please click on the link below for information relating to Information Sharing



    Your data, privacy and the Law

    How we use your medical records


    This practice handles medical records according to the laws on data protection and confidentiality.

    We share medical records with health professionals who are involved in providing you with care and treatment. This is on a need to know basis and event by event.

    Some of your data is automatically copied to the Shared Care Summary Record.

    We do share some of your data with local out of hours, urgent care and emergency care services

    Data about you is used to manage national screening campaigns such as Flu, Cervical Cytology and Diabetes prevention.

    Data about you, usually de-identified, is used to manage the NHS and make payments.

    We share information when the law requires us to do, for instance when we are inspected or reporting certain illnesses or safeguarding vulnerable people.

    Your data is used to check the quality of care provided by the NHS.

    We may also share medical records for medical research



    For more information please see Notices below: 

    Patient Privacy Notice

    Website Privacy Statement

    Privacy Notice - Research

    Medical Records

    Lancashire and South Cumbria has been chosen by NHS England to be a national pilot for the digitisation of Medical Records. Scanning these paper based records and making them digital will enable better utilisation of space, creating more clinical space, staff areas, multi team space and video hubs, removing the need for some practices to build extensions. In addition it will also make your record more easily and speedily accessible to clinical staff within your practice.

    Your complete GP medical record will be digital and stored in a secure cloud based clinical system (only accessible by your GP practice) with the paper based records being securely destroyed following BS EN 15713:2009 Secure destruction of confidential material. Your GP will still be able to access your records easily within this system. The scanning and destruction of the paper records will follow strict data protection guidelines adhered to by the NHS. As with paper based records, digital records are stored for the durations specified in the Records Management Codes of Practice for Health and Social Care. For GP patient records, this states that they may be destroyed 10 years after the patient’s death if they are no longer needed.
    If you wish to discuss the scheme, please inform the Practice direct either by letter or via e-mail 


    Published 6th October 2020


    For training and quality purposes all calls are recorded.

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