Practice

Practice Area

The Practice Area covers Newton Aycliffe and an area with boundaries of Rushyford, Middridge, Heighington, Redworth, Aycliffe Village & Brafferton villages. You may not be registered with us if you live outside of these areas. You will be asked to change GP if you move home to an address outside of the Practice Area.

Access

We now have TWO designated disabled parking spaces and an Induction Loop fitted at Reception desk and also in the Waiting Area. 

Patient Registration

Registration is by completing the relevant forms and by providing evidence of home address and/or your right to register under the NHS.  You may register if you live within the boundaries of the Practice Area. We reserve the right to refuse re-registration if you have previously been removed from our Practice List. For your information, you may not be registered at two or more GP surgeries at the same time.

 From 1st April 2004, patients will register with the practice rather than an individual GP, although you may still specify a preferred GP.  You may also ask to be seen or treated by a particular practitioner at other times but this may not be immediately available.  This could for example, be the same GP for continuing care, for a particular condition, or another GP who specialises in that area.  Please note choice of GP depends upon availability, appropriateness and reasonableness and that for some services or treatments we may decide it is more appropriate for them to be given by a nurse or a therapist rather than a doctor.

Complaints Procedure

All members of staff working at Peaseway Medical Centre strive hard to provide a first class service to all patients.  Occasionally we might get something wrong and things do not go to plan or work out as requested.

The practice has a full complaints procedure for dealing with such occasions. A leaflet explaining this procedure is available from Reception or can be downloaded here.

If you feel the need to complain we believe your first step should be to raise the matter, either orally or in writing, with your practitioner e.g. the Nurse or Doctor concerned or with the Practice Manager who is responsible for dealing with complaints.  You should act as quickly as possible which in our experience often helps with an immediate resolution.

Our Practice manager will always try to meet with you at the time of the problem but occasionally he may not be available.  In which case an appointment time will be quickly established.

If you prefer to put your complaint in writing please address this to the Practice Manager.

Whenever we receive a complaint from a patient or their representative we aim to deal with it efficiently and it will always be properly investigated.  Anyone who makes a complaint can expect:

• To be treated with respect and courtesy
• To receive assistance to enable them to understand the procedure in relation to complaints (see separate leaflet)
• To receive a timely and appropriate response
• To be told the outcome of the investigation of their complaint
• Action to be taken as necessary in light of the outcome of the complaint

Please note that we do not always get things wrong!  We do appreciate you telling us when you feel you have received exceptional treatment.

And if you have any constructive suggestions for ways in which our service might be improved or become efficient please let us know.

You can do this by writing to the Practice Manager (a short note will suffice) or e-mailing him at mikespence@nhs.net

Rights and Responsibilities of Patient

We expect patients to attend their appointments on time or give the practice adequate notice that they wish to cancel.  Persistent non-attenders may be removed from the practice list. 
If more than one member of the family needs to be seen please make sure that this is known at the time of making an appointment.
Courtesy must be shown to all the staff at the practice at all times.
Do not expect non-emergency requests to be dealt with immediately, e.g. repeat prescriptions need 48 hours advance notice no matter what the circumstances.

Patient Confidentiality and Data Protection

We ask you for personal information so that you can receive care and treatment.  This information is recorded on computer and we are registered under the Data Protection Act.  The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team.  However, for the effective functioning of a multi-disciplinary team it is sometimes necessary for your medical information to be shared between members of the practice team.

Remember, everyone working in the NHS has a legal duty to maintain the highest level of confidentiality regarding patient information.

Primary Medical Services

Details of Primary Medical Services may be obtained from:

CO DURHAM PCT,
SEDGEFIELD LOCALITY
MERRINGTON HOUSE,
MERRINGTON LANE,
SPENNYMOOR,
CO. DURHAM
DL16 7UT
TEL: (0191) 301 3820
FAX: (0191) 301 3821
www.cdpct.nhs.uk

Violent or Abusive Behaviour and Acts of Violence

The Practice operates a policy of “Zero Tolerance” to patients who are violent, abusive or threatening to practice staff and patients.  Without exception anyone who acts in a violent or abusive manner will be immediately removed from the Practice list.  This policy is supported by Co Durham PCT.