You can expect to be treated with courtesy by everyone working at the practice.Confidentiality is guaranteed at all times.You have a right to information and are encouraged to ask questions about your health.Advice on self-help for minor illness is available from the nurse. If you are too ill to attend and need to see a doctor you can expect a home visit. Please ring before 11.00am except in an emergency.You are entitled to complain to the practice manager who will either see you or will reply to written complaints as soon as possible.
You have a responsibility to be courteous to practice staff.You should keep the appointments you have made or you should give reasonable notice if you wish to cancel them.Please be on time.Please refrain from asking for extra people to be seen on an appointment.You alone are responsible for the healthiness of your lifestyle.
NHS Zero Tolerance Policy
The practice operates a zero tolerance policy in regards to violence and abuse towards staff. Violence and/or abuse will not be tolerated under any circumstances and may result in removal from the patient list. The full policy is displayed in the waiting area at all sites.
Practice Complaints Procedure
Due to the ongoing COVID19 pandemic, we are currently pausing our complaints process, in line with national guidance.
You can still raise concerns or make a complaint, but we may not be able to investigate it and respond as we normally would. We will acknowledge your complaint, log it on our system, and check for any immediate patient safety, safeguarding or practitioner performance issues. If there are, we will take immediate action as necessary. If your complaint is about anything else, it will remain open until further notice, unless you choose to withdraw it.
When normal services are resumed, we will investigate and deal with it as soon as we can.
Please note that of 26 March, the Parliamentary and Health Service Ombudsman has stopped accepting new NHS complaints and has stopped work on open cases. Thank you for your understanding.
Complaints About The Practice If you have a complaint about the practice please contact our practice manager, Mrs Karen Smith, in the first instance. You can do this by telephone, in writing or by asking at the reception desk.
We produce a practice newsletter for patients, which is distributed in the waiting areas. Please inform reception if there are none available. Patient information and notices can also be found on this website here.
You can be sure that anything you discuss with a member of this practice – family doctor, nurse or receptionist – will stay confidential.
Even if you are under 16, nothing will be said to anyone – including parents, other family members, care workers or tutors – without your permission. The only reason why we might have to consider passing on confidential information without your permission would be to protect you or someone else from serious harm. We would always try to discuss this with you first.
If you are being treated elsewhere – for example at a hospital or Brook Centre – it is best if you allow the doctor or nurse to inform the practice of any treatment you are receiving. If you have any worries about confidentiality, please feel free to ask a member of staff.