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Practice Policies

Complaints

Customer service formWe 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.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.

We will acknowledge your complaint within 3 working days and would aim to have looked into the matter within 10 working days.

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint on behalf of somebody else then we will require written consent from the patient to confirm that they are unhappy with the service that we have provided and that we can deal with someone else about their complaint.

If you are dissatisfied with the outcome you have the right to contact either of the organisations below:

Ombudsman
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Website www.ombudsman.org.uk

 

Care Quality Commission
Tel no: 03000 616161
Email: enquiries@cqc.org.uk

If you need help to make your complaint, then you may wish to contact "Healthwatch Advocacy" who provide practical support and information to people who want to make and NHS complaint.

Healthwatch Advocacy is:

Free

Independent ofthe NHS

Confidential

Contact no: 0300 777 6543

 

Zero Tolerance Policy

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.

 

Chaperone Policy

Our Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions you may prefer a trained member of staff.

Patients are advised to ask for a chaperone if required at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way.

All staff are aware of and have received appropiate information relating to this policy.



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