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Noticeboard

Important Notice

Important information about the coronavirus (COVID-19)

As the advice on Coronavirus is changing daily, please visit www.nhs.uk/conditions/coronavirus-covid-19 for the latest guidance.  Please refer to self isolation advice on www.gov.uk/government/publications/covid-19-stay-at-home-guidance

In order to promote patient and staff safety we will be increasing our telephone triage service. All appointments will be triaged by a GP before a patient is seen face to face. The reception team will ask the nature of the problem (ask about Coronavirus symptoms) and book a telephone call with the duty doctor who will call you back. The online appointment booking process for appointments is temporarily suspended.

 

The practice is operating a one in one out system at the reception and dispensing hatches. One of the team will be on the front door to hand out medication or allow access for an agreed appointment which has been triaged by the duty doctor. If you are in the waiting room sit apart from any other patient and if at all possible please attend alone.

 

All medication reviews will be cancelled or maybe discussed by a GP on the telephone.

 

All chronic care reviews e.g. annual diabetes check, asthma reviews, NHS Health Checks will be cancelled for the foreseeable future.

There will be no appointments at our branch surgeries until further notice.

 

All pregnant women who are well should attend for their care as normal. If you are pregnant and have symptoms of possible Covid-19 infection, you should call to defer routine visits until after the isolation period is over. 

 

These are unprecedented times and we are following national guidance to keep you, our patients and staff as safe and well as possible.

Thank you for your understanding

Comments, Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.  

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 that is within 12 months of the incident.

Andrew Wilkinson the Practice Manager will be pleased to deal with any complaint.  He will explain the procedure to you and make sure that your concerns are dealt with promptly.   You can make your complaint:

In person      ask to speak to Andrew Wilkinson the Practice Manager

In writing      some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of Andrew Wilkinson the Practice Manager as soon as possible.

   

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into any complaint within 10 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 appropriate

·       identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

 

Complaining on behalf of someone else 

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 

 
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