Complaints/Compliments/Ideas/Suggestions

Don’t tell other people – tell us!

If you have had any problems regarding the service provided by our practice then we need, and want, to hear about them. Helen, our practice manager, is available to discuss issues promptly and in confidence, or you can request a complaints pack and put your concerns in writing.

On the other hand if you’ve got something positive to tell us, or a suggestion on how we might improve our services, then we’d equally love to hear about it.  You can also leave a review on Google or the NHS Choices website.

You can either write in with your complaint (or praise!), call 01642 483638 and ask for an appointment with Helen, or fill in our feedback form on the Contact Us page of this website and we will reply within 48hours.

Confidentiality and Data Protection

We record some of our patients’ data on our computer which is linked to the Tees Health Authority. Without doing this, many of our services would be difficult to organise and this may in turn affect our ability to provide an appropriate level of service to you. For example, repeat prescriptions are computerised to aid the accuracy and speed of issuing the correct medication. However, The Data Protection Act 1998 and Access to Health Records Act 1990 give patients the right to see written records and/or any records held on our computer. Requests are by appointment and may be subject to an administration charge. Please contact our Practice Manager – Helen.

No information will ever be released to another person (other than for a patient under the age of 16 – to a parent/guardian) unless a signed letter of authorisation is provided, or unless we are legally obliged to do so.

Non Attendance

As a courtesy to your fellow patients and clinical staff, please attend your appointment by the allotted time or let us know if you need to cancel your appointment so that it can be released to assist another patient. Clinician appointments are usually allocated 10 minutes. If you are late, the clinician will ask you to re-book your appointment if it is a non-urgent matter.

Zero Tolerance

The Practice has a policy of “zero tolerance” of verbal and physical violence towards GPs, staff or other patients.

We work hard to make your surgery a safe and pleasant environment. Therefore we strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Examples of Unacceptable Behaviour

  • Violence
  • Threatening or abusive language involving swearing or offence remarks
  • Derogatory racial or sexual remarks
  • Malicious allegations relating to members of staff, other patients or visitors
  • Offensive sexual gestures or behaviours
  • Abusing alcohol or drugs on practice premises
  • Drug dealing on practice premises
  • Wilful damage to practice property
  • Threats or threatening behaviour

Equal Opportunities

The practice fulfils equal opportunities, disability discrimination and sex discrimination regulations, ensuring that everyone receives fair and equal treatment.

Chaperone Service

Certain consultations and treatments require our GPs to undertake intimate examinations of their patients. In these situations, all our staff will always consider your comfort, dignity and privacy as a priority. However, if you would feel more at ease, you are entitled to request a chaperone be present with you during such examinations.

Please tell your Doctor before the examination starts if you would like a chaperone, and the surgery will be able to provide one.

Disclaimers

Accuracy

This website has been designed to provide our patients with information only. We will endeavour to ensure that the site is kept up to date and that all information provided is accurate, however, the Practice cannot be held responsible for any situations arising from use of the information provided. The information provided on this site should never be used as a substitute for you, the patient, consulting their own doctor.

Availability

Whilst we will try to provide access to this site 24/7, we cannot guarantee uninterrupted acces to it, or the sites to which it links. We accept no responsibility for any damages arising from the loss of use of this information.

Links

Any links from this website are intended to offer our patients access to further information in a convenient manner. The practice cannot accept responsibility for sites linked to, or the information found there. Please be aware that by linking to particular sites we are not endorsing them; neither do we imply a lack of endorsement by not linking to a particular site.

Important note to patients: When consulting the Internet for medical information

  • Always look at more than one website/source to ensure you get a balanced view – where possible consult additional information sources other than a website to compare opinions.
  • Be cautious when reading – don’t forget the Internet is a free for all; anyone can publish anything!
  • Check to see who supplied the information on the site – who are they? What are there qualifications?
  • Check that the site has been updated recently and is not out of date.
  • Make sure the site isn’t sponsored by an associated company or product, it could just be an advert in disguise meaning the information is biased.
  • Never rely solely on information you find online. Always consult your GP if you feel you have a medical condition that requires consultation.

 

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

This scheme is available from reception.