This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations.
Click here to download a copy
We do our utmost to provide the best possible service for our Patients however, sometimes things do go wrong.
We fully comply with the NHS Complaints procedures including 'Listening, Responding and Learning', keeping you fully informed and supporting you in how to complain or have your complaint reviewed by the Parliamentary & Healthcare Ombudsman.
We have a documented process for handling complaints. Click here for our Complaints Leaflet. Whilst we hope this won't be necessary we will respond to complaints however made;
- Verbally, face to face or, on the telephone
- In writing - please address your complaint to the 'Complaints Manager', Sara Mayer, Practice Manager.
- Via email
If you have a disability or language difficulty, please let us know so we can help you - additional support is available via the Independent Complaints & Advocacy Service
Our 'Responsible Person' is Dr Graham Parker, Partner. Unless we know about problems, we can't put them right - so, please tell us!
The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Equality and Diversity
Archwood Medical Practice is committed to both eliminating discrimination and encouraging diversity amongst our staff and in relation to our patients and service users.
We will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, disability, sexual orientation, religion or age.
If you feel that we have breached any of the above, please contact the Practice Manager.
Since April 2014 all GP practices in England have been required to provide all their patients aged 75 and over with a named GP who will have overall responsibility for their care.
If you are one of our patients in this age group, you will be informed of your named GP on registration or once you turn 75.
We will aim to make your named GP the doctor you see most often who is most familiar to you.
Your named GP will have overall responsibility for the care and support that our surgery provides to you. This does not prevent you from seeing any GP in the practice as you currently do.
We understand how important it is to keep your personal information safe and secure and we take this very seriously. We have taken steps to make sure your personal information is looked after in the best possible way and we review this regularly. Click here to view our Privacy Notice
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.