- All doctors and nurses will endeavour to keep to the surgery
times as stated.
- If your appointment time is delayed by more than 30 minutes you will
be informed of the reason why.
- If you need an urgent appointment with a doctor you will be offered
one on the same day or be able to speak directly to a doctor.
- You will be offered a routine appointment with a doctor in the practice
within 2 working days.
- If you wish to see a doctor or nurse of your choice, you should have
to wait no more than 4 working days before receiving an appointment.
This could be affected by such as absences job sharing, part time GP's
and working from more than one surgery.
- Sick children will always be seen on the day the request is made for
an appointment.
- Repeat prescriptions will be available within 2 working days of the
request being made.
- The practice will attempt to resolve any dissatisfaction you may have.
Do not be afraid to voice your concerns and please talk to a senior
member of staff.
- You will be able to reach a doctor outside surgery hours within two
telephone calls.
You have the right to be:
- Registered with a GP
- Change your doctor.
- Receive a copy of the doctor's practice leaflet setting out the
service he or she provides.
- Be offered a health check on joining a doctor's list for the first
time.
- Receive emergency medical care at any time by a GP.
- Have appropriate drugs and medicines prescribed.
- Be referred to a consultant when your GP feels this is necessary.
The choice of consultant can be discussed with your doctor.
- Have access to your health records subject to any limitations in
the law and to know that those working for the NHS are under a
legal duty to keep their contents confidential.
- Choose whether or not to take part in medical research or medical
student training.
- Receive a prompt reply to any complaint, compliment or suggestion
you make about the NHS.
Always remember that you are largely responsible
for your own health. Please take the advice given or actions suggested.
We hope that most problems can be sorted out easily and quickly,
often at the time they arise and with the person concerned. If
your problem cannot be sorted out in this way and you wish to make
a complaint, we would like you to let us know as soon as possible
- ideally, within a matter of days or at most a few weeks - because
this will enable us to establish what happened more easily. If
it is not possible to do that, please let us have details of your
complaint:
- Within 6 months of the incident that caused the problem, or
- Within 6 months of discovering that you have a problem, provided
this is within 12 months of the incident.
Complaints should be addressed to Mrs G Burton, the Practice Manager
or any of the doctors. Alternatively, you may ask for an appointment
with the Practice Manager in order to discuss your concerns. She
will explain the complaints procedure to you and will make sure
that your concerns are dealt with promptly. It will be a great
help if you are as specific as possible about your complaint (A
complaint form is available on request).
What we shall do
We shall acknowledge your complaint within two working days and
aim to have looked into your complaint within ten working days
of the date when you raised it with us. We shall then be in a position
to offer you an explanation, or a meeting with the people involved.
When we look into your complaint:- We shall aim to find out what
happened and what went wrong
- Make it possible for you to discuss
the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem doesn't happen
again.
Complaining on behalf of someone else
Please note that we keep strictly to the rule of medical confidentiality.
If you are complaining on behalf of someone else, we have to know
that you have their permission to do so. A note signed by the person
concerned will be needed, unless they are incapable (because of
illness) of providing this.
Complaining to the Health Authority
We hope that if you have a problem, you will use our practice complaints
procedure. We believe this will give us the best chance of putting
right whatever has gone wrong and an opportunity to improve our practice.
But this does not affect your right to approach the local health authority,
if you feel you cannot raise your complaint with us or you are not
satisfied with the outcome of your investigation. You should contact
the Health Authority complaints manager for further advice. Please
ask the Practice Manager for details.
This Publication Scheme is
a complete guide to the information routinely made available to the
public by this Practice. It is a description of the information about
each of the General Practitioners and the Practice itself which we
make publicly available. It will be reviewed at regular intervals and
we will monitor its effectiveness.
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