Practice Policies & Patient Information

About Us

The practice was originally founded in the 1940s in the Westminster area of Ellesmere Port. It later moved to premises at 102 Whitby Road in the 1960s, and then to 3a Civic Way in 1970. We relocated to our current purpose-built premises on 3 September 1992.

The premises are centrally located and consist of ground-floor facilities, including disabled access and toilets.

Since the early 1970s, the practice has been committed to training medical students, GP registrars, student nurses, and administrative apprentices.

Mission statement:
At York Road Group Practice, our mission is to provide comprehensive, patient-centered healthcare that promotes well-being, prevents illness, and supports the health of our community. We genuinely care about our patients and are dedicated to delivering high-quality, accessible, and equitable medical services, ensuring that every patient receives compassionate care tailored to their individual needs. Through continuous learning, innovation, and collaboration with healthcare partners, we strive to improve health outcomes and enhance the quality of life for all our patients

Value statement
We are guided by a core set of values that underpin our commitment to providing outstanding healthcare:

Compassion
We treat every patient with empathy, kindness, and respect, ensuring they feel valued and understood.

Integrity
We uphold the highest standards of professionalism, honesty, and ethical behaviour in all our interactions.

Quality of Care
We strive for continuous improvement, embracing innovation and best practices to deliver the highest quality of care.

Accessibility
We are dedicated to making healthcare available and equitable for all, regardless of background or circumstance.

Collaboration
We work together with patients, families, and healthcare partners to create a supportive and integrated care environment.

Patient-Centered Care
We focus on the unique needs of each individual, tailoring our services to provide personalized and holistic healthcare.

Respect
We honor the diversity of our community, valuing each person’s unique contributions and perspectives.

These values guide our actions and decisions, ensuring that we provide compassionate, effective, and equitable care to everyone we serve.

Patient Charter

All members of the team are dedicated to providing patients with a consistent, high-quality service to ensure the best possible medical care that meets individual needs.

The Charter also outlines the responsibilities of patients, including treating all members of staff with courtesy and respect. Patients should understand that failing to attend appointments or not informing us of cancellations can cause inconvenience to other patients.

Zero tolerance

The practice takes any abusive or violent behavior towards staff very seriously.

We fully support the government’s ‘Zero Tolerance’ campaign for Health Service Staff, which states that GPs and their teams have the right to provide care without fear of attack or abuse. For us to deliver effective services, mutual respect between staff and patients is essential.

Our staff strive to be polite, helpful, and sensitive to each patient’s individual needs and circumstances. They kindly remind patients that staff often manage multiple complex and challenging tasks simultaneously. While we understand that ill patients may not always behave reasonably, our staff will take this into account when addressing misunderstandings or complaints.

However, aggressive behavior—whether violent or abusive—will not be tolerated. Such actions may result in removal from the practice list and, in extreme cases, involve the police.

To help maintain good relations, we ask all patients to be aware of behaviors considered unacceptable, including:

Using offensive language or swearing at practice staff.
Physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving.
Verbal abuse, including insults directed at staff.
Racial abuse and sexual harassment.
Persistent or unrealistic demands that cause undue stress to staff (requests will be met where possible, with explanations provided when not.)
Damage to or theft from the practice premises, staff, or patients.
Fraudulent attempts to obtain drugs or medical services.

Please treat your GPs and their staff with courtesy at all times.

Joint responsibilities

GP Responsibilities	Patient Responsibilities
You will be treated as a partner in the care you receive.	Being a partner means we have a responsibility to each other.
You will be treated as an individual and will be given courtesy and respect at all times. You have the right at all times to be treated confidentially.	We ask that you treat the Doctors and all the staff with the same courtesy and respect.
You will be entitled to have a copy of our Practice Leaflet (either printed or here on the web).	Please read the information, this will help you get the best out of the services we offer.
We will try to answer the phone promptly and courteously.	Please try to call outside the surgery times for non-urgent requests. Please state name of the patient and keep calls brief.
You will be able to see your Doctor within 20 minutes of your appointment time.	Please do everything you can to keep appointments. Tell us as soon as possible if you cannot attend.
You will be offered an explanation if your Doctor over runs this time.	Please try to be punctual. If you arrive late this may cause delays and inconvenience to the other patients. If we are running late, please bare with us because on another occasion it may be you.
We will explain the likely effects of the drugs and review your long term medical needs at agreed times.	You should not expect to be given a prescription every time you visit the Doctor. Please remember to check cupboards before ordering a repeat prescription.
We will advise you about how and when to obtain the results of X-rays or tests you have undergone.	Please do not call before the suggested time.
If we believe that you need a second opinion we will try to help you get this.	You have the right to ask for a second opinion.
We will visit you at home if you are too ill or frail to be brought to the surgery	Facilities for examination and treatment are better at the surgery. The less time a Doctor spends travelling the more time is available for patients. Please do not ask for a home visit unless it is strictly necessary. Please ensure that your request for a visit reaches the surgery before 11.30am, including weekends and holidays, unless of course, a genuine emergency arises later.Please do not request a home visit on the grounds of lack of transport.
We will visit you outside surgery hours for emergencies	Please do not call out of hours except in real cases of emergency. Whenever possible it is best to wait for the next surgery. Please do not attend the Out of Hours for routine matters.
Whenever possible we will give 24 hours notice of any cancelled clinics or surgery.	Please remember to tell us if you no longer need your appointment.
We will inform you about how you can make suggestions and complaints about the service we offer.	—
—	If you would like a chaperone during your examination, procedure or consultation please inform the Doctor or Practice Nurse and they will make appropriate arrangements.

Practice Leaflet

Publication of GP Earnings

All GP practices are required to declare the mean earnings (average pay) for GPs working to deliver NHS services to patients at each practice.

However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, or to make any comparison with any other practice.

The average pay for GPs working at York Road Group Practice in the financial year ended 31 March 2022 was £95,255 before tax and national insurance.

This is for 4 full time GPs, 1 part-time GP and 3 salaried GPs.

Veteran Friendly GP Practice

The Armed Forces Act 2021 designates GP practices as one of the key organizations required to show ‘Due Regard’ to the Armed Forces community, in line with the Armed Forces Covenant. One way to fulfill this responsibility is by becoming a ‘Veteran Friendly’ GP Practice, which involves demonstrating an understanding of veterans’ needs and ensuring they have access to the appropriate services.

GP practices play a vital role in delivering healthcare to Veterans, Reservists, and their families who are registered with them. The Royal College of General Practitioners (RCGP) is collaborating with NHS England and NHS Improvement to accredit GP practices as ‘Veteran Friendly.’

As a Veteran Friendly accredited practice, we commit to:

Asking all new patients whether they or any immediate family members have served in His Majesty’s Armed Forces.
Recording this information securely in our computer system.
Having a designated clinical lead for veterans within the practice, supported by an administrative lead.
Ensuring that both clinical and administrative leads receive specialized training related to veteran healthcare needs.

This accreditation is valid for three years. Achieving it enables GP practices to better identify and record veteran status, which supports a deeper understanding of their unique health needs and helps improve the care and treatment provided to these patients.

About Our Surgery

Practice Policies & Patient Information

Zero tolerance

Joint responsibilities

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