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Complaints
and
Suggestions
Patients who
experience
problems
with the use
of any of
our services
can contact
our practice
manager, Mrs
Sarah
Arnall, and
arrange to
speak in
private at
any time.
We operate a
Practice
Complaints
Procedure
which
complies
with the NHS
standards,
and
undertake an
annual audit
of all
complaints
received.
Please ask
if you would
like our
leaflet
which gives
more
information
about our
complaints
procedure.
As a
practice, we
strive to
provide a
high quality
service to
all our
patients and
welcome your
feedback,
both
positive and
negative, to
help us
improve in
future.
Please ask
if you would
like further
information
about any of
our
services.
Confidentiality
and patient
information
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 ask
the practice
manager.
Children
under 16
years of age
should be
accompanied
by an adult,
unless the
young person
has a
problem
which they
wish to
discuss
privately
with the
doctor.
Access
for people
with
disabilities
Our modern
building has
been
designed to
maximise
accessibility,
with wide
corridors
and doors,
and a low
level
reception
desk. There
are disabled
toilets on
both levels,
and a lift
is provided
for access
to the first
floor. A
parking area
is
identified
immediately
outside our
front door
for patients
and visitors
who are less
mobile.
Inappropriate
Behaviour
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
list of
patients.
Visiting
clinics and
consultants
Clinicians
from local
hospitals
hold clinics
in our
practice in
a range of
specialities,
including
ophthalmology,
paediatrics
and
psychiatry.
Training
We are
an approved
practice for
training GP
registrars
and also
welcome
medical
students.
You may be
asked if you
are happy
for another
clinician to
sit in with
your
consultation
- you are
free to
refuse and
it will not
affect the
treatment
you receive.
Video-taping
of
consultations
On
occasions,
the doctor
may wish to
video-record
your
consultation.
Analysis of
consultations
in video is
very helpful
in
developing
and
improving
skills,
particularly
for our GP
registrars.
The
receptionist
will give
you
information
about this,
and invite
you to
participate.
No recording
will take
place
without your
consent, no
intimate
physical
examinations
will be
recorded and
the camera
will be
switched off
on request.
Non- NHS
services
Some
services are
not covered
by the
National
Health
Service e.g.
insurance
medicals,
private
healthcare
claim forms.
We charge a
standard fee
for each of
these items.
Please ask
at reception
for details
of these
charges.
Please note
that we
accept cash
and personal
cheques
(supported
by a current
bank card)
only. |
