Rights and Responsibilities
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our practice list and register with another surgery.
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.
You have a right to know what information we hold about you. If you would like to see your records, please call our practice manager.
Suggestions & Complaints
We welcome feedback from patients about our service. It is encouraging to receive compliments but also important that we learn from your experience to make improvements.
Please put any complaints you may have in writting to the practice manager at the surgery address.
If you have any concerns about any aspect of our service, please let us know. Your GP, management or our reception staff will be happy to help.
In most cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can contact:
NHS ENGLAND who will look at your concerns:
Telephone - 0300 311 22 33
PRACTICE COMPLAINTS PROCEDURE
Patient Information Leaflet
If you have a complaint or concern about the service you have received from Doctors or Staff working in this Practice, please let us know. We operate a Practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints procedure meets national criteria.
HOW TO COMPLAIN:
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first or ask to speak to a member of the management team.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Within 12 months of the incident,
or within 12 months of you discovering that you giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
A member of management will deal with your complaint. Alison Cooper, Practice Manager overseas all complaints.
BEFORE YOU MAKE A COMPLAINT:
It is important to think about what you want to happen as a result of your complaint, and to make this clear at the beginning. You may want:
- Someone to explain what has happened
- Some changes or improvements to be made
- To make sure people recognise their mistakes
- To make sure the same thing does not happen again
WHAT WE WILL DO:
We look to settle complaints as soon as possible.
Upon receipt of the complaint we aim to have looked into the matter within 10 working days. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
COMPLAINING ON BEHALF OF SOMEONE ELSE:
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
This form is attached at the end of this letter and gives suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.
IF YOU FEEL UNABLE TO APPROCH THE PRACTICE:
NHS ENGLAND will look at your concerns:
Telephone - 0300 311 22 33
Email - firstname.lastname@example.org
Write to: NHS England
PO Box 16738
NHS England have their own complaints systems. You should contact NHS England for advice on how to make a complaint.
As part of the management of complaints by NHS England (as in many Clinical Commissioning Groups), there is joint working with Commissioning Support Units, (CSU). Your information may need to be shared with a CSU. If you do not want NHS England to share information with the CSU, then you will need to inform them as part of the complaint. If they require consent for the investigation they will contact the patient direct to ensure they have the appropriate consent in place.
WEBSITE UNDER 16'S POLICY
In light of the new functions of the online service, we have had to review confidentiality procedures and how online services impact on this. We have also taken into account a recent publication from the Royal College of General Practitioners and the advice they have given. As a result, we have concluded that we cannot offer online services to patients under the age of 16. We recognise that this is disappointing for some patients and can only apologise for the inconvenience it causes. However, we have to take these measures to ensure that our confidentiality policies are carefully met. Patients under the age of 16, or their parent / guardian, can still order prescriptions in person, in writing or via their pharmacist as before. Appointments for patients under 16 can be booked or cancelled via telephone or in person at the surgery.