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Practice Policies eg complaints, consent, confidentiality

Confidentiality

Requests to share medical or other personal information including test results and details of appointments can only be made by the patient.  We will not share information with a spouse or other family member or friends/carers unless permission is granted beforehand by the patient concerned.  The same duties of confidentiality for adults also apply for children and young people. 

When you contact us we will ask for personal information to enable us to verify your identity. 

Yours medical records are held securely and will be available for access by GPs and clinical staff in the course of a consultation.  The reception staff will access your records occasionally to update them.   All our staff are bound by strict rules around confidentiality. 

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.   Our policy and publication scheme information can be found by clicking here Freedom of information publication scheme

Complaints, Comments and Suggestions

We encourage patients to give us feedback.  You can leave live feedback each time you visit us by completing a feedback form and Friends and Family Test before you leave.  

If you are unhappy with our service - most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first.  You can also ask to speak to a member of the Management Team.  This will often help to resolve your concerns straight away.  Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing, using the form below to the Practice Manager, as soon as possible after the event. 

Our complaints leaflet explains how to make a complaint, what we do next, complaining on behalf of someone else and what to do if you are dissatisfied with the outcome.It also explains how we share your information during any complaints handling process. The names and contact details for other services can that handle concerns and answer questions about your NHS care can also be found in our leaflet.

Complaints Comments and Suggestions Leaflet,   

Make a complaint form and terms and conditions 

Patient Complaint Third Party Consent Form

Your Responsibility to Us

We ask that you keep and turn up on time  for appointments made on your behalf either here or elsewhere within the health service.  Please give adequate notice if you are unable to do so.

Appointments Policy

To reduce the number of wasted appointments through failure to attend  and to minimise the effect of running late on other patients and our clinicians, we have a policy for missed appointments and lateness.  We take these issues very seriously and for repeat offenders we will raise this formally with you and as a result you may be removed from our list.

If you are late for your appointment we will do our best to rebook as soon as possible.  However you may be asked to return later or on another day. 

Please let us know if you have difficulty communicating with us or attending appointments. 

Unacceptable behaviour and Violence Policy

We are here to help you and our aim is to be as polite and helpful as possible.  If you consider that you have been treated unfairly or inappropriately please let us know so that we can address your concerns.

Any verbal or physical abuse (and that includes shouting and swearing) will not be tolerated under any circumstances.  If you demonstrate any manipulative, anti social behaviour or violence towards any member of staff or person in the building you will be asked to leave.  If our staff feel threatened they will call the police. 

Patients who are abusive, violent or demonstrate any form of manipulative or anti social behaviour may be removed from our patients list.  In this situation we will notify you in writing that you have been removed and record in your medical records the fact of the removal and the circumstances leading up to it. 

WE OPERATE A ZERO TOLERANCE POLICY

Consent

Our approach to consent can be found in our leaflet "Consent" which can be downloaded by clicking the link here - Consent Leaflet

 



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