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
The practice supports the NHS policy of zero tolerance with regard to violence
or abuse to the doctors, staff or others on the 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.
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