You can find information on this page
for:
If you have any suggestions you wish to make, or are
unsure about any non- medical aspects of your health
treatment, the practice manager may be able to help you.
If you have any complaints regarding the medical aspects
of your health, please make an appointment to see the
doctor concerned, or the practice manager in order that
you can discuss this.
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We always try to provide the best services possible, but
there may be times when you feel this has not happened.
The following information explains our in-house
complaints procedure, drawn up to respond to patient
grievances. Our practice procedure is not able to deal
with questions of legal liability or compensation.
We hope you will use it to allow us to look into and, if
necessary, correct any problems that you have
identified, or mistakes that have been made. If you use
this procedure it will not affect your right to complain
to the Family Health Services Authority. Please note
that we have to respect our duty of confidentiality to
patients and a patient's consent will be necessary if a
complaint is not made by the patient in person. If you
wish to make a complaint, please telephone or write to
our practice manager. Full details will be taken and a
decision made on how best to undertake the
investigation. We believe it is important to deal with
complaints swiftly, so you will be offered an
appointment for a meeting to discuss the details within
seven days. Occasionally it may take longer, but we will
keep you informed throughout. You may bring a friend or
relative with you to the meeting. We will try to address
your concerns, provide you with an explanation and
discuss any action that may be needed.
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If you change your name, address, or
telephone number please give all relevant details to the
receptionist, including your post code.
If you move out of the practice area, please do not
assume that we can continue to care for you.
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The surgery team aim to provide the best possible care
for all our patients.
We will utilise the resources available to provide
benefit to the greatest number of patients possible.
About Your Rights
As an NHS patient you are entitled:
To receive general medical care from a GP on the basis
of a clinical need and regardless of ability to pay.
To change your doctor if you want, quickly and easily.
To receive emergency medical care.
To be treated under the NHS by a GP if you are away from
home.
To be treated by another GP in the practice if your own
is not available.
To be offered a health check when first registering with
a GP.
To have appropriate medicines and appliances prescribed
when necessary.
To be referred to a consultant or specialist when your
GP thinks necessary and be referred for a second
specialist opinion if you and your doctor agree it is
desirable.
To be assured of confidentiality in all contacts with
your GP and practice staff.
To receive, free of charge, certificates for statutory
sick pay for illness lasting more than six days and
other statutory certificates where appropriate.
To have clearly explained the diagnosis, proposed
treatment, major risks and any alternatives.
To have access to your health records held on computer
or hand written,
subject to any limitations in the law.
To receive an up-to-date information booklet.
To choose whether or not to take part in medical
research and medical student training.
To choose to be registered with a doctor who provides
contraceptive and
maternity services. A patient may choose her own or any
doctor that provides these services.
Where appropriate, to receive invitations for cervical
screening.
To receive appropriate childhood vaccinations and
immunisations.
To receive an invitation for free breast screening if
you are a woman aged between 50 and 64 years old.
To receive advice about health, diet, exercise, smoking,
alcohol, drugs and solvent abuse.
To have a complaint about any NHS service investigated
and to receive a full and prompt written reply from the
Chief Executive of the relevant health
authority.
To see any medical report written about you for the
purposes of insurance or employment.
What You Can Expect From Us
You have a right to be treated with courtesy. We will
respect your cultural, religious and moral beliefs.
We will aim to see you within 20 minutes of your
appointment time. When we are running late, there is
usually a good explanation.
We will aim to offer an appointment with a doctor within
four working days.
A doctor will always be available to assess urgent
problems by telephone. They will decide to give advice,
suggest a surgery or hospital attendance or arrange a
home visit.
You have a right to information about your health. You
can bring a friend or relative to the consultation if
you wish.
You have a right to be referred to a consultant
acceptable to you when your GP thinks it necessary.
You have a right to complete confidentiality in matters
relating to your health.
You have a right to see your medical records written
after November 1st 1991. This is at the discretion of
the GP. It may be necessary to withhold certain
information as it might be harmful to the patient. Under
the items of the Data Protection Act, the practice is at
liberty to charge a reasonable fee.
We will deal with complaints promptly and objectively.
Our aim would be to produce a positive outcome for all
concerned.
What We Expect From You
Please be courteous and polite when dealing with members
of the practice team.
Please inform us if you cannot attend an appointment and
please remember that an appointment should be for one
person only.
Do not assume that a consultation will result in a
prescription or referral unless the doctor considers it
clinically necessary.
Home visits are for patients too ill to attend the
surgery. Requests for home visits should be made by
10.00am where possible.
At nights and weekends GPs are on call for emergencies
only. Please do not ring about something that could wait
until the next surgery. If you do ring out of hours, the
doctor may give telephone advice or offer a consultation
where considered appropriate.
Be prepared to wait 48 hours after requesting a repeat
prescription. Do not ask the doctor to write out
prescriptions that are obtainable via the computer. You
should have a repeat prescription computer slip with
your own personal number.
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This is a teaching
practice. You may see medical students sometimes
with the doctor. If you do not want the medical
student during your consultation, you may say so.
You have the right to do this.
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