PRACTICE CHARTER

Comments And Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.

Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patients’ grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Care Quality Commission.

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager.

Full details will be taken and a decision made on how best to undertake the investigation. We believe it is important to deal with complaints swiftly, and the practice will deal with complaints within the framework laid down by the NHS complaints procedure.

Confidentiality

All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence, with other NHS organisations in the interests of patient care.

Please note that it is the practice’s policy to record all telephone calls for the purposes of patient and staff care, security, and dispute resolution. Recordings and their use will be at the Partners’ discretion and will also comply with the practice’s Data Protection registration.

Zero Tolerance

The practice supports the Government's NHS Zero Tolerance Zone Campaign. Violent patients will be reported to the police and struck off the GP's list. We ask that you treat your GP and practice staff properly - without violence or abuse.