CHRISTIANA HARTLEY MEDICAL PRACTICE & ROE LANE SURGERY - MERGER OF PRACTICES



As of the 1st of April, Dr Adele Farrell is GP Partner of Roe Lane Surgery following the retirement of Dr Alison Trevor. As a result of this, we are pleased to announce a merger of Christiana Hartley Medical Practice and Roe Lane Surgery.

 

We would like to reassure patients that you will still be able to access services, staff and clinics in the same way that you have become accustomed to in recent years. We will provide services across both sites and Roe Lane Surgery remains open and operational, however for face to face appointments with a GP or Nurse, you may be asked to attend Christiana Hartley Medical Practice on Curzon Road, which is a purpose built GP surgery approximately one and a half miles away.

With a greater number of staff including GPs, nurses, medicines management team and administrative staff, we will continue to provide patients with outstanding primary care services.

We are most grateful of your cooperation and support during the first few weeks of the merge as we attempt to make the transition as seamless as possible, please click here for further information.

 

****For Roe Lane Surgery Patients who use Online Access, this service will not be available from Thursday the 15th of April at 12noon through to Tuesday the 20th of April. We would like to apologise for any inconvenience that this may cause. For further information please telephone the Surgery to speak to a member of our team****

 

 

 

FFT

Would you recommend this service to friends and family?

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views after receiving care or treatment across the NHS.

Since its launch in 2013, more than 25 million pieces of patient feedback have been submitted. The FFT has been rolled out across most NHS services, including community care, mental health services, maternity services, GP and dental practices, emergency care, patient transport and more.

 

How does it work?

When you complete your treatment or are discharged from a service, you will often be invited to complete the FFT. You may be asked while you are still on the premises, or you may be contacted within the 48 hours that follow. Some providers may offer to return your FFT by post, or give you feedback over the phone or via their website.

Not all service providers will prompt their patients to do the FFT, but you can always give feedback if you wish. Most GP and dental practices, for example, display a collection box and feedback forms in their waiting rooms, so you can complete one at any time. If you don’t see anything and want to give feedback, simply ask for a form at reception.

Filling out the FFT form

You will be asked to answer the question: "How likely are you to recommend our service to friends and family if they needed similar care or treatment?"

You can rank your answer from "extremely likely" to "extremely unlikely". You will also have the opportunity to explain your ranking by adding comments, and you may be asked some follow-up questions. This is important because service providers can only make changes if they know exactly what is or isn't working.

Click Here to Complete the Form

You can ask a member of staff how this information is used.

Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information for the service to celebrate positive feedback, and identify opportunities to make improvements. At the moment, around 9 out of 10 patients say they would recommend the service they've used, which lets staff know that their efforts have been appreciated.

Your answer will not be traced back to you, and your details will not be passed on to anyone. A friend or a member of your family is welcome to answer the question if you are unable.

Service providers are encouraged to make the FFT accessible to all patients. This means they should be able to help patients that may need assistance, such as people with disabilities, literacy issues or mental health problems.

If you feel that you should have been given the opportunity to respond, but did not receive the question, speak to a member of staff first. If you wish to give feedback for a hospital service, contact the Patient and Public Involvement (PPI) team or the Patient Advice and Liaison Service (PALS) team at your hospital.

How will the results be used?

Service providers will gather the results and analyse them rapidly to see if any action is required. The responses to the FFT question will be used to create an overall score that will be published on this website. The comments, however, are retained by the service, to pass on to staff and managers.

Service providers are also encouraged to inform patients about comments and suggestions made, and include the actions they are planning to take in response. This information could be provided in various forms such as updates via the Surgery website, envisage screen in the patient waiting area and with posters.

Does this replace the NHS complaints procedure or other forms of feedback?

No, this will not replace the current NHS complaints procedure or other forms of feedback. Hospitals and other service providers will continue to use their own ways of gathering feedback in addition to the NHS FFT.

 

** Currently a text message is received by a Patient who has visited the Practice

and 3 short questions are asked**

Please take a look at our latest comments here

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Contact Us

Christiana Hartley Medical Practice & Roe Lane Surgery
172 Roe Lane
Churchtown
Southport
PR9 7PN
Tel: 01704 531114/534137/228439
Fax: RIGHTFAX 01704 506878/385036