Suggestions & Complaints

Comments And Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception, addressed to the practice manager.

Complaints

We always try to provide the best service possible but there may be times when you feel this has not happened. If you wish to make a complaint, please write to our practice manager who will undertake an investigation of the incident.

Our Service To You

As a patient of this practice you can expect:

• to be seen on the same day for conditions you and the doctor agree are urgent
• to have your records treated confidentially, subject to your wish to have relatives and friends informed of the progress of your treatment 
• to be seen as soon as possible at any appointments you are offered
• to be seen at home at your doctor's discretion
• to have your long term medication and treatment reviewed at agreed intervals
• to be informed (through leaflets, etc) of the practice's services and how to use them
• to receive health care in clean, comfortable and appropriate surroundings
• to be treated with courtesy

Help Us To Help You

As a patient of this practice we expect you:

• to treat the doctors and practice staff with courtesy
• to be punctual for your appointment time
• to give the practice as much notice as possible if you are unable to keep a booked appointment
• to make more than one appointment if more than one person needs to be seen
• to be prepared to make further appointments if you have numerous or complicated problems
• to be patient if appointment times are running late - it may be you who needs the extra time on another occasion
• to ask for a home visit only if the illness prevents you from attending the surgery - children can usually be brought to surgery
• to only contact the doctor out of surgery hours in cases of emergency, ie which cannot wait until the next working day

Patient Information/Data Protection And Research

We ask you for information about yourself so that you can receive the correct care and treatment. We keep this information, together with details of your care, because it may be needed if we have to see you again. We may use some of this information for other reasons: for example, to help us to protect the public generally, to plan for the future, to train staff and to carry out medical and other health research for the benefit of everyone.

Research studies normally require anonymous information from patients' notes. You cannot be identified from this information. If anything to do with research would involve you personally, you will be contacted to see if you are willing to take part; you will not be identified in any published results without your agreement.

You have a right of access to your health records. If at any time you would like to know more, or have any concerns about how we use your information you can speak to the practice manager.

Remember: everyone working for the NHS has a legal duty to keep information about you confidential.

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Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information