Suggestions & Complaints

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.

Simply contact the Practice Manager, Jayne Dewhurst,  and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception.

 We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Patients Rights

Patients at this practice are entitled to:

• Be treated in a courteous, civil and cooperative manner
• A clear explanation of, and advice on, their medical condition and on any proposed treatment
• A referral for specialist medical opinion or other second opinion when appropriate
• Receive information via the notice board of any 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 medical records, in accordance with the Data Protection Act— please ask the practice manager for details
• Have any formal complaints against the practice investigated and dealt with fairly in accordance with our complaints procedure
• Request (either verbally or in writing) to be seen by a specific doctor or health care professional. It may not always be possible to comply with a request where the individual doctor is unavailable or where in the interests of your health care it is inappropriate.

Patients Responsibilites

All patients are asked to be cooperative and act in civil and courteous manner. We ask that all patients:

• Inform the practice if they have changed address or phone number
• Only make appointments you know you can keep
• Read the practice leaflet that provides details of all our services
• Be patient if surgery is running late
• Don’t ask for another member of family to be seen at your appointment without making prior arrangemnts

Violence Statement

We do not accept rudeness, threats or aggressive behaviour directed towards our staff or other health care professionals who work with us.

We may exercise our right to take action to have have violent or abusive patients be removed, immediately if necessary, from our list.

Confidentiality

Download the Freedom of Information Act Model Publication Scheme

We do appreciate that our premises are "Open Plan" and that you may prefer to discuss your queries in private.  If this is the case please mention this to the member of staff you are talking to and we will arrange to speak to you in a consulting room