General Information

Disabled Facilities

There is disabled access  and disabled toilet facilities at Sefton Avenue and Gervase Road.  If you have difficulty climbing stairs, please ask to be seen downstairs when booking an appointment.  A hearing loop is available at reception if needed.

Carer Aware

Are you a carer?  Do you look after someone who is ill frail or disabled?  Is that someone a member of you family, a friend or neighbour?  Please let us know so that we can update our records and provide support.

Help Us to Help You

• Do not call the surgery between 8.15 am  and 9.00am unless you require a same day appointment
• Always check in at reception when you arrive for your appointment. If you are attending an appointment at Sefton Avenue, there is a self check in machine in the waiting room
• Keep us informed of any change of address and contact telephone number.  This is particularly important for follow up of results or if you wish to receive appointment reminders or practice updates by text
• Be on time for your appointment
• Please be patient if you are kept waiting, urgent unplanned situations can occur from time to time which may cause delays
• Make an appointment for each person who wishes to be seen
• Tell us if you need to cancel an appointment with 24 hours notice
• Call for Home Visits before 10.00 am
• Ring for test results between 11 am and 12 noon

Rights and Responsibility

We aim to treat our patients courteously at all times and expect our patients to treat the staff in a similarly respectful way.

Mulberry Medical Practice operates a policy of ‘Zero Tolerance’. If you are discriminatory, abusive or violent towards anyone on the premises we reserve the right to remove you from our list and inform NHS England and possibly the police. Action may be taken against anyone threatening or assaulting our staff.

Patients who persistently do not attend for booked appointment (DNA’S) may be asked to register with another Practice.

How we use your Medical Records

The Practice handles medical records in-line with laws on data protection and confidentiality.  Please note that medical records are shared with those involved in providing you with medical care and when the law requires us to do so.

In some circumstances medical records are used for research.  For further information, please see the full privacy notice

Comments and Compliments (Friends and Family Test)

We aim to deliver high quality of service with an open and honest approach and value your feedback on the services we provide.  The friends and family test is one way for patients to give feedback.  Please tell us what we are doing well as well as what we are not doing so well, any suggestions for improvement are welcome.   Please  ask our receptionist for a feedback form.

Making a Complaint

There may be times when you feel a formal complaint is necessary.  The Practice   operates a complaints procedure in line with the NHS regulations.  You can make a complaint orally, in writing  or via email (mulberry.medicalpractice@nhs.net) to the Executive Management Lead, Caroline O’Dwyer, who oversees the complaints procedure.  Please see our patient leaflet for more information.  Complaint Leaflet Mulberry Medical Practice v2

Training Practice

Mulberry Medical Practice is a training practice which means hospital doctors, medical students, nurses and occasionally work experience candidates spend time with us in order to gain experience.  You may be seen, on occasion, by a doctor in training at the surgery or at home.  As a training practice your medical records may be used for clinical educational purposes.

Medical Research

The practice is a research active practice and participates in research studies that have been approved by the National Institute for Health Research (NiHR).

All studies are approved by the GPs and patients may be asked from time to time to consider participating in a research study.  You will always have the opportunity to discuss any study with your GP.