Practice Leaflet

Translation Service The practice has
access to translation services. Should

patients require an interpreter then this
should be organized in advance.
Abusive Behavior The practice
adopts a zero tolerance policy and
reserves the right to remove all violent
and abusive patients from its list and
will do so in writing in line with NHS
England policy. Patients who
persistently do not attend their
appointments 3 times, will also be
removed from the list in accordance
with the practice policy.
Data Protection Act All patient
records are dealt with in accordance
with the Data protection act and
disclosure to a third party will only be
made with the written permission of the
patient or their parent or guardian in the
case of children under 16. Access to
this information by the patient is dealt
with under the freedom of information
act.
Rights and responsibilities of
patients
1. Courtesy to staff at all times
remember they work under doctors
instructions.
2. To attend appointments on time or
give adequate notice if you can not
attend your appointment.
3. An appointment is for one person
only, where another member needs
to be seen or discussed, another
DR DORAN & DR
NAVARATNAM
Tel: 0151 920 9000
www.20kingsway.co.uk

Administration Team
Gillian Spencer - Reception Manager
Margaret Gerrard - Senior
Receptionist
Susan Buckley - Receptionist
Hayley Ellis - Secretary/Receptionist

appointment should be made.
4. Patients should make every effort when
consulting the surgery to make best use of
nursing and medical time.
5. When patients are asked to give 48 hours
notice for repeat prescription please give us
this time as it is to allow for accurate
prescribing .
6. Out-of-hours calls (e.g. evening; nights &
weekends) should only be requested if they are
felt to be truly medically necessary.

Surgery opening times
Monday Friday
8:00am 6:30pm
NHS Direct0845 4647
(www.nhsdirect.nhs.uk) - for free advice
and information on any matter, 24 hours a
day, 7 days a week.
Litherland Town Hall Health
Centre
(walk-in service) 0151 475 4668/4667,
open Monday to Friday 8am-8pm &
Saturday & Sunday 10am-6pm
Complaints
We hope that you will never have cause to
complain, with regard to your medical
treatment or for any other reason. However,
if such an occasion arises we hope that an
informal discussion with the practice team
would enable any situation to be resolved.
There are leaflets explaining the procedure
in the waiting room.
Practice Staff
We have a team of fully trained
personnel. We have clinics with
midwives, dieticians, practice nurse,
health care assistants and medicines
management team.
Waiting Times
Surgeries will normally start on time, we
expect patients to be seen within twenty
minutes of their appointment time. When a
doctor is called away on an emergency we
will inform the patients and give them the
opportunity to book an alternative
appointment, or if preferred, to be seen by
another doctor.
New Registration
All persons making an application to join the
practice list must do so by requesting an
application pack from our reception. Please
check with reception staff that you live within
the practice boundary. A map showing
boundaries is available at reception.
Completed forms should be returned to
reception to facilitate registration. Should
registration not be acceptable the practice
will provide a reason in writing within 10
working days. A new patient check
appointment with a nurse will be made with
all newly registered patients to ensure that
the practice offers the most appropriate
medical service to each patient.
a doctor urgently at any time please
telephone the surgery on 0151 920 9000 or
for advice, NHS Direct on 0845 4647. Out of
hours cover is provided by go to doc and
the local out of hours clinic is Litherland
town hall. You may be asked to attend a
different centre. We ask that the out of
hours service is used for genuine medical
emergencies only. The telephone number
for out of hours services is given when you
ring the surgery main telephone number out
of hours.
Repeat Prescriptions
Please give 48 hours notice of repeat
prescriptions in writing either using the
re-order form provided with your last
prescription, by letter, by using the
forms available at reception or through
patient access.
Smoking
The practice supports all patients who
wish to give up smoking and can offer
appropriate advice and support to aid
this.
Disabled Access
Wheelchair access is available via a ramp in
front of the building. A disabled WC is
available on the ground floor. If you wish to
see a doctor/nurse who normally works
upstairs they will be pleased to come
downstairs.
Test Results
Please telephone for ALL test results
Comments and suggestions
Suggestions for improvements are always
welcomed.
Surgery Information
Consultations are by appointment only.
Appointments can be made by telephoning
the surgery, online, or by coming to the
surgery in person. From the 1st of April
2004, patients were registered with THE
PRACTICE and not with a specific doctor,
but patients may express a preference to see
a particular doctor when making an
appointment. However should the doctor of
choice be unavailable you will be offered an
appointment with another GP. You may
prefer to see a particular GP and this may
result in waiting more than 24/48 hours.
Should you be unable to keep an
appointment, please contact the surgery to
advise of cancellation giving as much notice
as possible so that the appointment can be
offered to another patient. If you ring the
surgery within 20 minutes of your
appointment a did not attend letter will be
sent to your home address as this
appointment cannot be offered to another
patient.
Telephone Advice The most convenient
time to consult the doctor by telephone for
advice is between 11:45am & 12:30pm on
weekdays.
Home Visits are reserved for patients who
are truly housebound or so incapacitated that
they cannot be brought to the surgery. Home
visits are based on medical need. Please
phone for a home visit before 10am. In
almost all cases children can be safely
brought to the surgery, you will be seen,
treated and if necessary referred more
quickly. This allows your doctor to work more
effectively to help you now and in the future.
There is always a doctor on call. If you need

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Translation Service The practice has

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