CCG compliance

CCG compliance

Upton Rocks Surgery Boundary


Access to buildings – additional needs

Upton Rocks Surgery has access for disabled patients and there are disabled facilities on site;

    Disabled parking

    Disabled WC

    Induction loop

    Step free access

    Wheelchair access


Express a preference of practitioner

Whilst registered with us we encourage patients to see any of the doctors and clinical staff. However, you may express a preference for a particular doctor. Once a preference has been indicated we will endeavour to comply with the request. However, there may be times when this is not possible, for example, if the doctor is unavailable, or the services requested are not provided by your preferred doctor. Should a patient wish to see their preferred doctor then it may result in a longer waiting time for their appointment.


Home visits

Home visits are only those who are unable to attend the surgery because of the severity of their illness and housebound patients.

Please try and attend the surgery whenever possible. Several people can be seen at the surgery in the time it takes to see one patient at home.

When you request a visit, the receptionist will ask for the details, this is in the strictest confidence and it is intended to help your doctor to decide which calls are urgent.


Complaints procedure

If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets the national criteria.


How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a complaint please let us know as soon as possible as this will enable us to determine what happened more easily. If it is not possible to do that, please let us have details of your complaint:


Within 6 months of the incident that caused the problem

Within 6 months of discovering that you have a problem, provided this is within the 12 months of the incident.


In the first instance you should ask to meet the Practice Manager to discuss your complaint. If you wish to make a complaint in writing this should be made to the Practice Manager.


What we shall do

We shall acknowledge your complaint within two working days and aim to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

    Make it possible for you to discuss the problem with the Practice Manager

    Make sure you receive an apology, where this is appropriate.

    Identify what we can do to make sure the problem doesn’t happen again.


Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


You may also approach the following for help and advice:


Complaining to the Care


Quality Commission

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, if you are dissatisfied with the result of our investigation, you should contact the Care Quality Commission on 03000 616 161.


The Parliamentary and Health Service Ombudsman

Millbank Tower Millbank, LondonSW1P 4QP

Tel:    0345 0154033



NHS England

NHS England, PO Box 16738, Redditch, B97 9PT

Tel: 0300 311 22 33



Healthwatch UK

Healthwatch Halton

St Maries

Lugsdale Road

Widnes WA8 6DB

Telephone : 0300 777 6543


The rights and responsibilities of the Patient

    Courtesy to the staff at all times - remember they are working under doctors' orders.

    Responding in a positive way to questions asked by the reception staff.

    To attend appointments on time or give the practice adequate notice that they wish to cancel.   Someone else could use your appointment!

    An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.

    Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.

    When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.

    Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.


Patient Charter



Evenings and Weekends

Do you need a GP appointment outside of our normal surgery hours?


Did you know that you can be seen at the Widnes GP Extra extended hours GP clinic run by Widnes GP Extra at the Widnes HCRC?  You will be seen by a local GP who will have access to your medical records.


The service runs during the hours below:

Monday – Friday             6.30pm – 9.00pm

Saturday-Sunday            9.00am – 3.30pm

To book an appointment Monday to Friday, call your GP practice.

To book an appointment at the weekend call 0151 495 5479 on Saturday or Sunday between 9.00am and 3.15pm.



Zero Tolerance

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.


The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances.


They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.


However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.


In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

    Using bad language or swearing at practice staff

    Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving

    Verbal abuse towards the staff in any form including verbally insulting the staff

    Racial abuse and sexual harassment will not be tolerated within this practice

    Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot

    Causing damage/stealing from the Practice's premises, staff or patients

    Obtaining drugs and/or medical services fraudulently

We ask you to treat your GPs and their staff courteously at all times.