Practice Charter
Comments & 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 suggestion box.
Complaints Procedure
We always try to provide the best service 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 Local Health Board. 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 seven 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 you for personal information so that you can receive appropriate 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 team.
Freedom Of Information - Publication Scheme
The Freedom of Information Act 2000, requires 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.
Zero Tolerance
We fully accept that when people are unwell and possibly anxious they may well be more shorter-tempered than usual. However, there is no reason why our dedicated and loyal staff should tolerate unprovoked, blatant rudeness, aggression and unreasonable demands. This policy is designed to protect the GPs and the staff at the surgery from the small minority of patients who are constantly rude, aggressive and demanding. We will have no hesitation in removing from our list patients who cannot demonstrate good manners and reasonable behaviour to our employees.
Chaperone Policy
There are occasions when patients need to be examined by a doctor which may involve intimate examinations. It is usual for another person to be present at these times to safeguard the doctor and the patient – a chaperone. The doctor will usually ask if the patient wishes this, although you may decline. At any time, if you wish a chaperone to be present please do not hesitate to ask the doctor. It may not be possible for a chaperone to be provided immediately and you may have to return for the examination to be carried out at a mutually convenient time, or you may wish to ask a relative or friend to accompany you.
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