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Issues and Complaints Procedure

Complaints

We operate the approved NHS complaints procedure and if you have any worries or complaints, please ask to see the practice manager who will make every effort to resolve the problem or take it further, as appropriate. Please ask at reception, write or telephone.

However, complaints put in a formal way tend to be dealt with formally. It may be that you simply wish to draw out attention to something untoward, to express yourself, or simply to have a good moan about one of life's many frustrations and injustices. We take these things just as seriously and you may find that we agree with you.

The way we deal with untoward events is to present them at a meeting of what we call Significant Event Audit.

Significant Event Audit

Significant Event Audit is the best way of changing working Practice and it may be that you have been part of an event which could be improved for which you do not wish to make a formal complaint. We have a suggestion box for this but you can do it verbally as you can with a formal complaint.

Also, if you want an explanation, you are more likely to get it if the Practice does not feel threatened. In many cases we get criticism for not doing things which are not our job or for which we have no control.

Zero Tolerance

The practice supports the NHS policy of zero tolerance with regard to violence or abuse to the doctors, staff or others on practice premises or other locations where treatment may take place. Persons abusing this policy may be reported to the police and removed from the practice list.

Patient Confidentiality and Data Protection

We ask you for personal information so that you can receive care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.