Practice Charter

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 patient 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 health services authority. 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, so you will be offered an appointment for a meeting to discuss the details within 10 working days. Occasionally it may take longer, but we will keep you informed throughout.

You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

Confidentiality

We ask for information about yourself so that you can receive the best possible care and treatment. We keep this information, together with details of your care, to ensure that your doctor or nurse has accurate and up-to-date information. It may also be needed if we see you again.

We only use or pass information about you to people who have a genuine need for it. Whenever we can we shall remove details that identify you as an individual.

Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information.

Comments and Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception, ask to speak to the practice manager or use our suggestion box.

Patients' Rights

Patients have the right to:

• be registered with a General Practitioner
• change doctor if desired
• be offered a health check on joining the practice
• receive emergency care at any time from the practice
• receive appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agrees
• have the right to view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential
• not be discriminated against on any grounds

Patients' Responsibilities

• To be courteous to the staff at all times - remember they are working under doctors orders.
• To attend appointments on time or give the practice adequate notice that they wish to change. Someone else could use your appointment!
• An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.
• To request out-of-hours calls (e.g. evenings, nights and weekends) only if they are felt to be truly necessary.