Complaints and Comments

Whilst we strive to offer an excellent service at all times, we recognise that, on occasion, things may go wrong.

If you have any concerns please discuss them with a member of staff at the time so we can try to resolve them immediately.

If you wish to put a complaint or a comment in writing please write to Ann Stringer or Jackie Reid at the surgery address.

Complaints Procedure

The practice operates an in-house Complaints Procedure. Whilst we strive to offer an excellent service at all times, we recognise that on occasions things may go wrong. If you have any concerns, please discuss them with a member of staff at the time so we can try to resolve them immediately.

The Complaints Co-ordinators are Ann Stringer/Jackie Reid. A copy of the in-house Complaints Procedure is available upon request

Protection & Use of Patient Information/Information Governance

We ask for information about you so that you can receive the best possible care and treatment. We keep this information together with details of your care, to ensure that your Doctor, Nurse or Health Care Professional has accurate and up to date information.

There are times when we have to pass on information about you to other people, such as Hospitals, Social Services, the Health Agency or Primary Care Trust. This is always done confidentially or by removing your identifying details when they are not essential.

Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information.

Patients at this practice are entitled to:-

• Be provided with a courteous, civil and co-operative manner.
• A clear explanation of and advice on, the patient’s medical condition and any proposed treatment.
• A referral for specialist medical opinion or other second opinion in appropriate circumstance and exercise the right to have a copy of a referral. Requests must be in writing, there is a charge of £10 plus photocopying cost for this service
• Receive information via the practice notice board and quarterly newsletter of any relevant health promotion exercise and preventative medicine initiatives
• Absolute confidentiality of medical records maintained by the practice subject to any provisions for disclosure imposed or allowed by law.
• Access their own personal health records, in accordance with the Data Protection Act. (Please contact the Practice Manager if you wish to view your records). All such requests must be in writing. There is a charge of £10 plus photocopying cost, for this service
• Have any formal complaints against the practice investigated and dealt with fairly and according to the practice complaints procedure.
• Request (either verbally or in writing) to be seen by a particular Doctor. We shall endeavour to comply with this request, but need not do so if the preferred Doctor is not able to, or has reasonable grounds for refusing.
• Patients aged 16-74 who have not been seen at the practice for 3 years are entitled to a health check , on request.
• Patients who are over 75 are entitled to an annual health check, on request.

Rights & Responsibilities

Patient Responsibilites

The Practice is entitled to:-

• Receive co-operation, civility and courtesy from its patients at all times.

The Practice will not accept:-

• Rudeness, threats or aggressive behaviour directed towards practitioners, staff or other patients or repeated abuse of its facilities including Emergency or Out of Hour’s Service. The practice may remove from the list anyone who is violent or abusive.
• Please inform the practice if you have changed your telephone number or name and address (remember to add your post code).
• Please make appointments that you know that you can keep and arrive on time. If for some reason you are unable to keep your appointment make sure you inform the practice as soon as possible.
• Ask for a GP home visit only if you are too ill to attend the surgery. If possible please telephone before 10.00am.
• Read the practice leaflet. This will help you get the best from the services available.
• Be patient if the Doctors are running late – on another occasion it might be you who needs the extra time.
• Don’t ask for another member of the family to be seen at your appointment without making prior arrangements.