Policies & Patients Charter

Complaints Policy

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Complaint manager Mrs G Oates as soon as possible after the event. Who will endeavour to resolve the matter to your satisfaction and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service.

Download Complaints Procedure

Zero Tolerance:
The practice operates a zero tolerance approach to violent and abusive behaviours (verbal or physical) towards any member of our staff.  Patient displaying these types of behaviours will be removed from the practice list.
Download Zero Tolerance Policy
If you wish to have a Chaperone present during your consultation with Dr and Nurse please inform them, they will arrange this for you.  Also, you can enquire and book this at the reception when booking your appointment. 
Download Chaperone Policy
Everyone working for the NHS has a legal duty to keep information about you confidential including  Receptionists.  We will not share your identifiable information without your consent, except to NHS organisation.
Patient Right to Access Medical Records
Patient has the right to access their medical records or authorise the release of their medical records to another body e.g, employer, solicitors and insurance company. Patient wish to view or obtain copies of their own medical records (post-1991) must make a request in writing to the practice manager; there will be a charge. 

To Care We Need to Share:

We need to share your medical record with NHS authorieties to plan your care and treatment.  NHS may use your information to improve the services offered so we can provide the best possible care for everyone.

Your consent required:

We may share your information with your consent to other government organisations eg social care, local authorities education authorities etc. 

YOU HAVE A CHOICE! If you are happy for your information to be used in this way you do not have to do anything.

If you have concerns or wish to prevent this from happening, please either pick up a leaflet from the surgery or visit the website:- www.nhs.uk


Patients Charter

Your responsibility to us:

 - Please treat all surgery staff with the same respect – we are all just     doing our job
 - Do not ask for information about anyone other than yourself
 - Please keep your call brief and avoid calling during peak morning times, for matters that could wait until later in the day 
 - Please call after 12 pm for test result 
 - Please read our Leaflet. This will enable you to make best use of our  - services. Please ask if you are unsure
 - Tell us any change of name, address so that our records are accurate
 - Only request an urgent appointment if appropriate
 - Only request Home visits if you are too ill to attend surgery and night visits should be for emergencies only
 - Please cancel your appointment if you are unable to attend 
 - Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
 - Please allow sufficient time for your consultant’s letter or the results of any tests to reach us
 - You will be advised of the usual length of time to wait
 - Order repeat prescription by telephone between 11am to 1pm and 4pm to 6pm, or use tear-off slip to request prescription whenever possible.  Please attend for review, when asked, before next prescription is due
 - Do let us know whenever you feel we have not met our responsibility to you
Our responsibility to you:
 - The reception staff will wear name badge
 - You will be greeted courteously by the admin staff
 - We will try to answer telephone promptly
You have a right to confidentiality
 - Your information is shared with the Health Authority, NHS Trust and Ambulance Agency
 - You have the right to see and obtain copies of your medical records subject to the limitations of the law
 - You will be seen the same day if your problem is urgent
 - You will be informed if there will be a delay of more than 20 minutes for your appointment
 - You will be referred to a consultant when your GP thinks it necessary
 - You will be given the result of any test or investigation on request or at your next appointment.
 - Your repeat prescription will be ready for collection within 24 hours 
of your request
The Practice will accept complaints in writing, in person and by telephone. 
Our aim is to investigate the complaint and contact you with some information/explanation within 2 days.
Download Practice Charter
Download Practice Leaflet