Care Quality Commission
The Care Quality Commission (CQC) makes sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and encourages them to make improvements where possible.
They do this by inspecting services and publishing the results on their website: www.cqc.org.uk
You can use the results to help you make better decisions about the care you, or someone you care for, receives.
Our CQC Inspection
Our practice is inspected by the Care Quality Commission (CQC) to ensure we are meeting essential standards of quality and safety.
Clinical Commissioning Group
NHS Salford Clinical Commissioning Group (CCG) is the organisation that decides how to spend the NHS budget on the majority of health services for 270,000 people registered with a GP in Salford. This includes the care and treatment you receive in hospital, maternity services, community and mental health services.
Complaints and Comments Procedure
A. Confidentiality Notice
This document and the information contained therein is the property of The Sides Medical Practice.
This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from The Sides Medical Centre.
B. Document Details
Author and Role: Frazer Meadowcroft / Practice Business Manager
Organisation: The Sides Medical Practice
Document Reference: Complaint
Current Version Number: 4
Current Document Approved By: The GP Partners
Date Approved: May 2020
C. Document Revision and Approval History
- Version 1 created 07/11/2018 by Lorraine Townshend. Version approved by Frazer Meadowcroft.
- Version 2 created 08/08/2019 by Lorraine Townshend. Version approved by Frazer Meadowcroft.
- Version 3 created 12/02/2020 by Lorraine Townshend. Version approved by Frazer Meadowcroft.
- Version 4 created 28/05/2029 by Frazer Meadowcroft. Version approved by Michelle Gilmour.
This Policy and Procedure complies with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, introduced on 1st April 2009 across health and social care.
The Practice will take all reasonable steps to ensure that staff are aware of and comply with this procedure.
The Practice has nominated Michelle Gilmour, Administration Manager, and member of the practice management team, as its Responsible Person, ensuring compliance with the policy and procedure, and, in particular, ensuring that action is taken if necessary in the light of the outcome of a complaint. Lorraine Townshend, Practice Operations Manager, or Frazer Meadowcroft, Practice Business Manager, will deputise for Michelle should the need arise.
The Practice will take all reasonable steps to ensure that patients are aware of:
- The complaints and comments procedure.
- The roles of the Practice, NHS England, Clinical Commissioning Group (CCG) and the Health Service Ombudsman with regard to patient complaints.
This includes the alternative facility for the patient to complain directly to the CCG instead of making their complaint to the Practice, as well as their right to escalate their complaint to the Health Service Ombudsman when they are dissatisfied with the initial response.
N.B. All escalations must be directed to the Health Service Ombudsman (so when a patient is dissatisfied with the Practice response to their complaint, they must escalate their complaint to the Health Service Ombudsman, not the CCG).
- Their right to assistance with any complaint from the Patient Advice and Liaison Service (PALS); The Independent Complaints Advocacy Service (ICAS); Citizens Advice Bureaux, NHS Direct and the Care Quality Commission.
- The Practice Complaints Patient Information Leaflet, the Practice Patient Information Booklet and the Practice Website will be the prime information sources for communicating this policy and procedure and will be kept up to date and be made freely available to all patients.
- All complaints will be treated in the strictest confidence.
- Patients who make a complaint will not be discriminated against or be subject to any negative effect on their care, treatment or support.
- If a complaint investigation requires access to the patient’s medical records and involves disclosure of this information to a person outside the practice, the Responsible Person will inform the patient or the person acting on their behalf.
- The practice will maintain a complete record of all complaints and copies of all related correspondence. These records will be stored in the Management folder of the practice’s N drive and entirely separately from patients’ medical records.
Complaint initiated on Practice Premises
- In the event that any practice staff member notices that a patient appears to be dissatisfied with an aspect of our service whilst on the practice premises, every effort will be made to identify and resolve the problem immediately. The member of staff should ask the patient to wait in the Interview Room, to the side of the reception area and contact Michelle Gilmour, in the first instance, or in her absence Lorraine Townshend, or if neither are available, Frazer Meadowcroft.
- If the patient is unable to remain on the premises but wishes to leave their details so as to receive a phone call from the practice, this information should be sent by EMIS task and followed up with an EMIS email.
Receipt and Acknowledgement of Complaints
The Practice may receive the following complaints:
- A complaint made directly by the patient or former patient, who is receiving or has received treatment at the Practice;
- A complaint made on behalf of a patient or former patient (with his/her consent), who is receiving or has received treatment at the Practice;
- Where the patient is a child:
- By either parent, or in the absence of both parents, the guardian or other adult who has care of the child;
- By a person duly authorised by a Local Authority into whose care the child has been committed under the provisions of the Children Act 1989;
- By a person duly authorised by a voluntary organisation, by which the child is being accommodated.
- Where the patient is incapable of making a complaint, by a representative who has an interest in his/her welfare.
- All complaints, whether written or verbal will be recorded by Michelle Gilmour in the dedicated complaints record, this will be in the management drive so that it is accessible to all the GP Partners and the management team.
- All written complaints will be acknowledged in writing within 3 working days of receipt.
- The practice can only respond to complaints regarding care or services provided by The Sides Medical Centre.
Periods of Time Within Which Complaints can be Made
The periods of time within which a complaint can be made is normally:
- 12 months from the date on which the event / incident which is the subject of the complaint occurred; or
- 12 months from the date on which the event / incident which is the subject of the complaint comes to the complainant’s notice.
Initial Action Upon Receipt of a Complaint
All complaints, whether verbal or in writing must be forwarded immediately to Michelle Gilmour, in the first instance. Lorraine Townshend, Practice Operations Manager, or Frazer Meadowcroft, Practice Business Manager, will deputise for Michelle should the need arise.
Where the complaint is made verbally, a written record will be held for reporting and quality improvement purposes.
An acknowledgement of receipt of the complaint must be made as soon as possible and not later than 3 working days after the day on which the Practice receives the complaint.
If it is considered that the matter can be resolved quickly without further investigation, the Practice will do so, providing the complainant agrees and there is no risk to other service users.
In the event the complainant cannot be placated, the practice will itself determine the next steps, including the response period and notify the complainant in writing of that period.
Investigation and Response
Complaints should be resolved within a “relevant period” i.e. 6 months from the day on which the complaint was received.
However, at any time during the “relevant period”, the Responsible Person has the discretion to liaise with the complainant to extend this timeframe to a mutually agreeable date, provided it is still possible to carry out a full and proper investigation of the complaint effectively and fairly.
When an extension to the 6 months timeframe is being considered, it is essential that the Responsible Person takes into account that either party may not be able to remember accurately the essential details of the event / incident and also the feasibility of being able to obtain other essential evidence specific to the time of the event.
The Practice will investigate the complaint speedily and efficiently and as far as reasonably practicable, keep the complainant informed of the progress of the investigation.
After the investigation is completed, the Practice will send the complainant a response within the 6 months “relevant period”, signed by Frazer Meadowcroft (Practice Business Manager) or, the Practice Responsible Person. The response will incorporate:
- A summary of each element of the complaint
- Details of policies or guidelines followed
- A summary of the investigation
- Details of key issues or facts identified by an investigation
- Conclusions of the investigation: was there an error, omission or shortfall by your organisation? Did this disadvantage the complainant, and if so, how?
- What needs to be done to put things right
- An apology, if one is needed
- An explanation of what will happens next (e.g. what will be done, who will do it, and when)
- Confirmation as to whether the Practice is satisfied that any necessary action has been taken or is proposed to be taken;
- A statement of the complainant’s right to take their complaint to the Parliamentary and Health Service Ombudsman and information on what the person complaining should do if they are still unhappy and wish to escalate the complaint.
If the Practice does not send the complainant a response within the 6 month “relevant period”, it will:
- Notify the complainant in writing accordingly and explain the reason why; and,
- Send the complainant in writing a response as soon as reasonably practicable after the 6 month “relevant period”.
In the event that the complaint has been incorrectly sent to the Practice, the Practice will advise the patient of this fact within 3 working days from its initial receipt and ask them if they want it to be forwarded to the correct organisation. If it is sent on, the Practice will advise the patient of the correct organisation’s full contact and address details.
Handling Unreasonable Complaints
In situations where the person making the complaint can become aggressive or
unreasonable, the Practice will instigate the appropriate actions from the list below and will advise the complainant accordingly:
- Ensure contact is being overseen by an appropriate senior member of staff who will act as the single point of contact and make it clear to the complainant that other members of staff will be unable to help them.
- Ask that they make contact in only one way, appropriate to their needs (e.g. in writing).
- Place a time limit on any contact.
- Restrict the number of calls or meetings during a specified period.
- Ensure that a witness will be involved in each contact.
- Refuse to register repeated complaints about the same issue.
- Do not respond to correspondence regarding a matter that has already been closed, only acknowledge it.
- Explain that you do not respond to correspondence that is abusive.
- Make contact through a third person such as a NHS Salford Clinical Commissioning Group.
- Ask the complainant to agree how they will behave when dealing with your service in the future.
- Return any irrelevant documentation and remind them that it will not be returned again.
- When using any of these approaches to manage contact with unreasonable or aggressive people, provide an explanation of what is occurring and why.
- Maintain a detailed record of each contact during the ongoing relationship.
Annual Review of Complaints
In line with National Guidance, the Practice will supply the following information to NHS England:
- The number of complaints received;
- The issues that these complaints raised;
- Whether complaints have been upheld;
- The number of cases referred to the Ombudsman.
Reporting a Summary of Complaints to the Care Quality Commission
The Practice will adhere to the Care Quality Commission’s requirement of producing a summary of complaints at a time and in a format set out by
COVID-19 and Your Information
The ICO recognises the unprecedented challenges the NHS and other health professionals are facing during the Coronavirus (COVID-19) pandemic.
The ICO also recognise that ‘Public bodies may require additional collection and sharing of personal data to protect against serious threats to public health.’
The Government have also taken action in respect of this and on 20th March 2020 the Secretary of State for Health and Social Care issued a Notice under Regulation 3(4) of The Health Service (Control of Patient Information) Regulations 2002 requiring organisations such as GP Practices to use your information to help GP Practices and other healthcare organisations to respond to and deal with the COVID-19 pandemic.
In order to look after your healthcare needs during this difficult time, we may urgently need to share your personal information, including medical records, with clinical and non clinical staff who belong to organisations that are permitted to use your information and need to use it to help deal with the Covid-19 pandemic. This could (amongst other measures) consist of either treating you or a member of your family and enable us and other healthcare organisations to monitor the disease, assess risk and manage the spread of the disease.
Please be assured that we will only share information and health data that is necessary to meet yours and public healthcare needs.
The Secretary of State for Health and Social Care has also stated that these measures are temporary and will expire 30 September 2020 unless a further extension is required. Any further extension will be will be provided in writing and we will communicate the same to you.
Please also note that the data protection and electronic communication laws do not stop us from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.
It may also be necessary, where the latest technology allows us to do so, to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.
Supplementary Privacy Note on COVID-19 for Patients/Service Users
This notice describes how we may use your information to protect you and others during the COVID-19 outbreak. It supplements our main Privacy Notice which is available in our waiting areas.
The health and social care system is facing significant pressures due to the COVID-19 outbreak. Health and care information is essential to deliver care to individuals, to support health and social care services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the outbreak. In the current emergency it has become even more important to share health and care information across relevant organisations.
Existing law which allows confidential patient information to be used and shared appropriately and lawfully in a public health emergency is being used during this outbreak. Using this law the Secretary of State has required NHS Digital; NHS England and Improvement; Arms Length Bodies (such as Public Health England); local authorities; health organisations and GPs to share confidential patient information to respond to the COVID-19 outbreak. Any information used or shared during the COVID-19 outbreak will be limited to the period of the outbreak unless there is another legal basis to use the data. Further information is available on the gov.uk website and some FAQs on this law are available at NHSx: COPI notice – frequently asked questions.
During this period of emergency, opt-outs will not generally apply to the data used to support the COVID-19 outbreak, due to the public interest in sharing information. This includes National Data Opt-outs. However in relation to the Summary Care Record, existing choices will be respected. Where data is used and shared under these laws your right to have personal data erased will also not apply. It may also take us longer to respond to Subject Access requests, Freedom of Information requests and new opt-out requests whilst we focus our efforts on responding to the outbreak.
In order to look after your health and care needs we may share your confidential patient information including health and care records with clinical and non clinical staff in other health and care providers, for example neighbouring GP practices, hospitals and NHS 111. We may also use the details we have to send public health messages to you, either by phone, text or email.
During this period of emergency we may offer you a consultation via telephone or video-conferencing. By accepting the invitation and entering the consultation you are consenting to this. Your personal/confidential patient information will be safeguarded in the same way it would with any other consultation.
We will also be required to share personal/confidential patient information with health and care organisations and other bodies engaged in disease surveillance for the purposes of protecting public health, providing healthcare services to the public and monitoring and managing the outbreak. Further information about how health and care data is being used and shared by other NHS and social care organisations in a variety of ways to support the COVID-19 response is available at NHSx: How data is supporting the COVID-19 response.
NHS England and Improvement and NHSX have developed a single, secure store to gather data from across the health and care system to inform the COVID-19 response. This includes data already collected by NHS England, NHS Improvement, Public Health England and NHS Digital. New data will include 999 call data, data about hospital occupancy and A&E capacity data as well as data provided by patients themselves. All the data held in the platform is subject to strict controls that meet the requirements of data protection legislation.
In such circumstances where you tell us you’re experiencing COVID-19 symptoms we may need to collect specific health data about you. Where we need to do so, we will not collect more information than we require and we will ensure that any information collected is treated with the appropriate safeguards.
We may amend this privacy notice at any time so please review it frequently. The date at the top of this page will be amended each time this notice is updated.
Freedom of Information
The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:
- Have a publication scheme in place
- Allow public access to information held by public authorities.
The Act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland. However, it does not cover personal information such as patient records, which are covered by the Data Protection Act.
Public authorities include government departments, local authorities, the NHS, state schools and police forces.
The Act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.
The surgery publication scheme
A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:
- who we are and what we do
- what we spend and how we spend it
- what our priorities are and how we are doing it
- how we make decisions
- our policies and procedures
- lists and registers
- the services we offer
You can request our publication scheme leaflet at the surgery.
Who can request information?
Under the Act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him/her. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use.
How should requests be made?
- be made in writing (this can be electronically e.g. email/fax)
- state the name of the applicant and an address for correspondence
- describe the information requested.
What cannot be requested?
Personal data about staff and patients covered under Data Protection Act.
For more information see these websites:
Infection Control Statement
We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built practice and endeavour to keep it clean and well maintained at all times.
If you have any concerns about cleanliness or infection control, please report these to our reception staff.
Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.
We take additional measures to ensure we maintain the highest standards:
- Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems
- Carry out an annual infection control audit to make sure our infection control procedures are working
- Provide annual staff updates and training on cleanliness and infection control
- Review our policies and procedures to make sure they are adequate and meet national guidance
- Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk
- Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection
- Make alcohol hand rub gel available throughout the building
Suggestions, Comments and Complaints
We welcome all comments on the services provided by the practice.
We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
We’ll let the staff involved know and share the good practice across our teams.
You may write to us or contact us by phone.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by contacting the practice.
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can opt-out by completing our Summary Care Record Opt Out form.
For further information visit the NHS Care records website.
Summary of Useful Information for Everyone
Information to support GPs with queries relating to highest clinical risk patients, i.e. those who are advised to following shielding guidelines
Highest Clinical Risk group only (1.5m)
All patients identified as highest clinical risk who are shielding are asked to register with the Government Support website. This service provides three offers of support:
- Essential grocery supplies – a free, standardised weekly parcel of food and household essentials, as well as priority delivery slots with supermarkets (currently only available to those who are already registered with the supermarket in question);
- Medicines – arrangements to have medicines delivered to people’s homes by local community pharmacies and dispensing doctors; and
- Social contact and basic needs – for example, emotional or social support such as people to talk to on the phone or via a computer.
To receive support, people must be in receipt of a letter from the NHS, or from their GP/hospital clinician, advising them to follow shielding guidance due to their medical condition.
Please note, there may be a short delay between people being identified as clinically highest clinical risk, a flag being applied to their patient record, and support arriving.
If people receive a letter, and do not register with the Government support website, Government call agents will contact them directly to confirm whether they have a need, and to help them register if appropriate.
Who provides support to people in the Highest Clinical Risk group?
- Manages the Shielding Programme, working across several Government departments and in close collaboration with local authorities
- Identifying people in the highest clinical risk group who need support; sharing that information with councils.
- Provision and delivery of weekly food boxes to those who are shielding who have asked for assistance via the Government support website.
- Identification of people at highest clinical risk, in line with agreed clinical criteria
- Delivery of medicines to those in the highest clinical risk group, via community pharmacies and dispensing doctors
- Other support including care needs or social contact, should individuals require it, is coordinated by councils working with local statutory, voluntary and community sector, plus private partners.
Support provided by Central Government for people who are shielding at home
Additional information about Government support available (Highest Clinical Risk group only)
Food and grocery deliveries
Direct to doorstep deliveries
- Government has offered a ‘direct to doorstep’ weekly food parcel delivery service for all those who are ‘highest clinical risk’ who require support getting essential supplies. This service will continue for as long as it is needed, to protect those who are shielding.
- Each parcel is based on a 7-day supply of essential items for one person, and includes food items, as well as toilet tissue plus hand soap and/or shower gel.
- An A4 note is included in each package, explaining that if the recipient has any allergies, and/or religious or cultural dietery requirements, they should contact their local council. The note also asks people to contact their council if they feel they need more than one package per week.
- Food parcels are delivered by major food service suppliers, directly to the doorstep.
- If there is no answer, the parcel will be left on the doorstep or recorded as ‘unable to access’, if leaving the parcel would mean leaving it at a communal entrance.
- Delivery drivers will observe strict social distancing measures when delivering food parcels.
- Delivery drivers will report on the outcome of individual deliveries. This information will be shared with local councils.
- The Government Digital Service has provided supermarkets with the details of people who are shielding, and have requested food parcels. They are able to prioritise the highest clinical risk group for click and collect services and/or home delivery.
- To receive a priority supermarket slot, shielding individuals must register on the Government Support website once they have received their NHS letter, or use the automated telephone line. When signing up, they must request essential food supplies for their data to be passed on to supermarkets.
- The NHS has put in place arrangements for individuals to have medicines delivered by local community pharmacies and dispensing doctors during the COVID-19 outbreak, if they have requested help with this via the Government support website.
- Medicines are being delivered by community pharmacies, or dispensing doctors, to eligible individuals who, due to their medical condition, should not present at the pharmacy, or at the dispensing doctor dispensary, and where there is no other person who can collect the item from the pharmacy and deliver it to the clinical extremely vulnerable person’s door.
- This service will continue until the COVID-19 outbreak has subsided and Government decides that community pharmacies and dispensing practices are no longer required to provide home delivery services.
- Where there is no family, friend, neighbour or carer, the pharmacy or dispensing doctor team must advise the patient of the potential for a local volunteer to act on the pharmacy’s/dispensing doctor team’s behalf.
Social contact and basic care
- Local councils are key to the effective delivery of this component of the offer to highest clinical risk patients who are shielding, and who have registered with the Government website and requested assistance with social and basic care needs.
- Local councils should contact those people who have indicated, either via the Government support website, call centre, direct contact with the council or another partner, that they require help to meet their basic needs (e.g. help with bathing, domestic chores) to ensure these are met. Councils will assess what help is required and how best individuals can be supported, using existing resources or the voluntary and community sector as appropriate.
- People who are shielding may experience anxiety, fear and loneliness during this period, especially those who have no network of friends, family or neighbours nearby.
- Data shared by the Government support website with councils will indicate whether an individual has requested social contact during the period they are required to shield.
- It is for local councils to determine the best way to coordinated this support, locally, working with voluntary and community sector partners.
I have a letter to say I am highest clinical risk and will be shielding for up to twelve weeks, where can I get help?
Help with food, medicine and basic needs
- Please go to the Government Support website to register that you have got your letter and confirm if you need help at the moment.
- This government service provides access to food and medications, as well as help with social contact and basic needs, whilst at home if needed.
- Please contact your local council if you have an urgent need. Local councils are working with voluntary sector organisations and local communities to support residents in the response to COVID-19. You can find information about your local council on www.gov.uk/find-local-council
- Your GP practice or other healthcare professional also can refer you for immediate help from an NHS Volunteer. NHS Volunteer Responders can help you with:
- Check and chat – short term telephone support to say hello if you are feeling lonely and isolated
- Community support – collecting shopping, medication or other essential supplies
- Patient transport – transport to take patients home who are medically fit for discharge
Accessing healthcare from home
- Health at home is a webpage that gives them an overview of NHS services that are available, such as how to order repeat prescriptions online and get them delivered.
Looking after your mental health and wellbeing
- Public Health England have provided some guidance on looking after mental health and wellbeing during the COVID-19 pandemic.
Employment and financial support
- The government has provided advice on employment and financial support on their website www.gov.uk/coronavirus.
Where to direct people in need during COVID-19 pandemic
Anyone in need (including those in the Highest Clinical Risk group)
- NHS Volunteer Responders: you can submit a live referral for an individual that needs support or an NHS service that requires volunteers providing they meet the referring criteria at www.goodsamapp.org/NHSreferral or on 0808 196 3382.
- Volunteers can provide:
- Check in and chat support – short-term telephone support to individuals who are at risk of loneliness as a consequence of self-isolation (note, this is not mental health advice).
- Community support – collection of shopping, medication or other essential supplies for someone who is self-isolating, and delivering these supplies to their home.
- Patient Transport – transport to take patients home who are medically fit for discharge.
- NHS Transport – who will deliver medicines on behalf of the community pharmacy or dispensing doctor.
- Health at home is a webpage that gives them an overview of NHS services that are available, such as how to order repeat prescriptions online and get them delivered.
- Public Health England have provided some guidance on looking after mental health and wellbeing during the COVID-19 pandemic.
- Local councils are working with voluntary sector organisations and local communities to support residents in the response to COVID-19. You can signpost them to www.gov.uk/find-local-council, where they can locate their council and associated website where they can find all this information
- The government has provided advice on employment and financial support on their website, www.gov.uk/coronavirus.
Your Rights and Responsibilities
Help us to help you
We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.
The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.
- You will be greeted courteously
- You have a right to confidentiality
- You have the right to see 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 seen by your doctor whenever possible
- 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 48 hours after your request
- Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly
- 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
- Tell us of any change of name or address, so that our records are accurate
- Only request an urgent appointment if appropriate. Home visits should only be requested if you are too ill to attend the surgery and night visits should be for emergencies only – the doctor on-call will be at work as usual the next day
- 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 of the results of any tests to reach us
- You will be advised of the usual length of time to wait
- Use the tear-off slip to request your repeat prescription whenever possible. Please attend for review when asked, before your next prescription is due
- Do let us know whenever you feel we have not met our responsibility to you
- We would, of course, be pleased to hear when you feel praise is due
The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.
We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.
All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.
However, aggressive behaviour, be it violent or verbal abuse, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.