Patient Information

How Do I Register?

If you live in our practice area (Whitehaven) and wish to register as a patient with us please collect a new patient registration form from reception. To save time you can also download and print a registration form. You will need to complete this by hand and bring it to the surgery.

Once we have received the completed form you will be contacted by telephone and a new patient appointment will be made for you.

New patient appointments involve a 10 minute appointment with a GP and a 20 minute appointment with one of our treatment room nurses.

What are your practice boundaries?

We provide an open list for patients living in the CA28 area.

Any patient moving to a postcode outside of CA28 will be required to register with another practice.

It is with regret that we have had to enforce this policy.

I have a carer who acts on my behalf, what do I do?

If you care for a patient registered with us or have a carer please provide us with contact details. If these details or circumstances change please let us know at your earliest convenience to enable us to keep our records up to date.

Do I have a specific GP?

All patients at Mansion House Surgery have a named, accountable doctor who is responsible for coordinating their care.

Your named doctor will be allocated to you by the practice. You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP.

The named GP will be responsible for the overall responsibility and co-ordination of your care. Please be aware that this does not prevent you from seeing any GP in the practice.

Do you have a district nursing team?

Telephone: 01946 66162

Yes, the district nurses provide nursing care at home for patients who are unwell. We want to help you live independently, and support you through difficult times. This service is for you if your medical condition means you cannot attend your GP surgery, or it is more appropriate to provide your treatment at home.

Download our leaflet for full details.

How do I update my details?

Is it essential that all details are up to date and current.

Please let reception know if there are any changes to your contact or registration details.

If you move out of our catchment area GP visits will be problematic so to ensure you have full medical care please re-register with another practice more local to your new home address.

How do I praise or make a complaint?

We are keen to learn about what we do well and when we could do better. Please help us to get it right. Any compliments or complaints you wish to be dealt with please let us know in writing for the attention of The Practice Manager, Mansion House Surgery, 19-20 Irish Street, Whitehaven, Cumbria CA28 7BU.

If this does not resolve the problem, or you would rather not raise the issue directly with the Practice Manager then the complaint can be placed in writing to:

NHS England, PO Box 16738, Redditch B97 9PT.
Tel: 0300 311 22 33

Do you operate a Safeguarding Policy?

In line with NHS policy Mansion House Surgery operates a Zero Tolerance Policy in regard to Physical/Verbal abuse or any threat of abuse from a patient.

The practice has the right to remove patients with immediate effect in order to safeguard practice staff and patients.

Do you allow Chaperones?

The practice operates a chaperoning policy, details of which are available from Reception.

What are my rights and responsibilities as a patient?

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.

I wish to make a complaint.

Should you wish to make a complaint please follow the guide detailed here.


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